Pet Clinic Operations & Concierge Lead

modernvet; Jakarta Pusat; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

ModernVet in Jakarta is seeking a Customer Service Supervisor / Clinic Operation Supervisor to ensure daily clinic readiness, service flow, and operational discipline, enabling the medical team to focus on patient care.

The role emphasizes leadership, customer experience, SOP adherence, and coordination with medical staff, with a background in operations or hospitality and the ability to stay calm under pressure.

Qualifications

• Experience in operations, hospitality, retail, F&B, or service leadership roles.
• OR experience in clinic / healthcare operations in a non-medical capacity.

Responsibilities

• Provide in-clinic concierge support for customers from arrival until discharge.
• Ensure customers understand the service flow and next steps clearly.
• Act as a calm and reassuring presence for pet owners during waiting or inpatient situations.
• Monitor daily patient flow, waiting time, and service bottlenecks.
• Coordinate with medical and Vet Tech teams to maintain smooth clinic rhythm.
• Support prioritization during peak hours or emergency situations.
• Help ensure doctors and medical staff can focus without unnecessary interruptions.
• Handle customer chat and inbound communication channels professionally and empathetically and in a timely manner, adhering to SLA’s.
• Coordinate requests from chat with concierge, senior vet techs, or doctors as needed to resolve the issue.
• Handle first-level customer concerns, confusion, or dissatisfaction and coordinate escalation to Senior Vet Tech, Doctor, or Branch leadership.
• Document service issues and handover notes clearly to ensure continuity.
• Conduct daily premise walkaround to ensure overall clinic readiness and safety.

Skills

SOP discipline

Customer service

Operations management

Multitasking

Communication

Job description

ModernVet in Jakarta is seeking a Customer Service Supervisor / Clinic Operation Supervisor to ensure daily clinic readiness, service flow, and operational discipline, enabling the medical team to focus on patient care.

The role emphasizes leadership, customer experience, SOP adherence, and coordination with medical staff, with a background in operations or hospitality and the ability to stay calm under pressure.