Deskripsi pekerjaan Customer Support (Korean Speaker) Banobagi Dermatology Clinic
π South of Jakarta, area Sudirman
For MyWave Brand (under PT. MyVenus Network Indonesia management)
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 β Information β Consultation β Reservation β 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 and clinical 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 3β4+ (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 β 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 β reservasi β₯ 10%
- Reservasi β kunjungan β₯ 70%
- Target revenue per klinik ditetapkan bulanan
