Customer Support Specialist (Korean, English, Indonesian)

Key Responsibilities:

• Customer Inquiry Handling & Conversion

  • Handle incoming inquiries from:

    • Instagram (English account & Indonesian account)

    • TikTok (English & Indonesian)

    • WhatsApp (single account connected to all platforms)

  • Respond to customer inquiries as quickly as possible with a polite, warm, and reassuring tone.

  • Guide customers through the full flow:

    • Inquiry → Information → Consultation → Reservation → Payment

• Answer questions using FAQ, prepared scripts, and clinic guidelines, while personalizing responses based on patient needs.

• Follow up consistently with interested leads to maximize conversion.

• Multilingual Communication (Critical Role)

• Communicate clearly and accurately with:

  • English-speaking patients

  • Indonesian-speaking patients

  • Korean clinics and coordinators

  • Translate and explain patient requests, concerns, and expectations into Korean accurately (no misinterpretation).

• Ensure clinics fully understand What the patient wants:

  • Patient priorities (natural look, budget limits, recovery concerns, etc.)

  • Any fears or special requests

  • This role requires Korean speaking ability, not just reading.

  • Treatment Knowledge & Learning Ability

• Learn and understand:

  • Plastic surgery procedures

  • Dermatology treatments

  • Medical aesthetic terminology

• Be willing to continuously study:

  • Procedure names

  • Basic risks and recovery timelines

  • Differences between treatment options

• Ask questions internally when unsure rather than guessing.

• Social Media & KOL Outreach (Initial Phase)

  • In the early stage, assist with KOL / influencer outreach, including:

    • Sending DMs to influencers

    • Introducing the brand and procedures

    • Coordinating basic collaboration inquiries

• Work closely with the Marketing Team to support exposure and lead generation

• Internal Coordination & Reporting

  • Update customer status and consultation notes in CRM / Notion.

  • Track:

    • Inquiry status

    • Consultation outcomes

    • Payment confirmations

• Coordinate closely with: Korea HQ, Marketing Team, Operations Team

• Handle no-show cases and provide feedback to improve Customer Experience (CX).
  

Requirements (Mandatory):

• Language Proficiency (Very Important)

  • English: Fluent (spoken & written) min. IELTS 6.5+

  • Korean: Conversational to business-level speaking required. Min:

    • TOPIK Level 3–4+ (preferred)

    • KIIP completion (if available)

    • or proven professional working experience communicating with Korean clients/companies

• Communication & Personality

  • Kind, calm, and patient with customers.

  • Able to handle anxious, repetitive, or sensitive questions professionally.

  • Strong sense of urgency — understands the importance of fast replies.

  • Polite, respectful, and service-minded.

• Work Skills Experience in:

  • WhatsApp-based customer service

  • Instagram DM / TikTok inquiry handling

  • Fast, clear, and accurate typing skills.

  • Highly organized and detail-oriented.

  • Comfortable working with:

• CRM systems, Notion, Slack (or similar tools)

Preferred Qualifications

• Experience in Medical tourism, Hospital / clinic customer service, Aesthetic or healthcare-related industries

• Familiar with KPI-based performance systems, including:

  • Conversion rate

  • Response time

  • Lead follow-up efficiency

• Prior experience handling international patients is a strong plus.

Key Performance Indicators (KPIs)

• Response time < 5 menit

• Conversion konsultasi → reservasi ≥ 10%

• Reservasi → kunjungan ≥ 70%

• Target revenue per klinik ditetapkan bulanan