job description
Join Ella Skin Clinic, a premier aesthetic and dermatology clinic in Bali, as our Staff Customer Care Specialist. In this pivotal role, you will be the voice of our brand, ensuring every client interaction is seamless, professional, and exceeds expectations. As we expand our services in Bali, we’re looking for a dedicated individual to manage customer inquiries, resolve complaints efficiently, and uphold our high standards of service excellence.
In this role, you’ll play a key part in maintaining our reputation for exceptional patient care by handling a high volume of customer interactions with empathy, precision, and a solutions-oriented mindset. You’ll collaborate with cross-functional teams to ensure timely resolutions, track service level agreements (SLAs), and contribute to process improvements that enhance the overall customer experience. If you thrive in a fast-paced environment, have a passion for customer service, and want to grow with a dynamic healthcare brand, this is the perfect opportunity for you.
At Ella Skin Clinic, we value professionalism, attention to detail, and a proactive approach to problem-solving. You’ll work in a supportive team environment where your contributions directly impact client satisfaction and our clinic’s success. This role offers competitive compensation, opportunities for career growth, and the chance to be part of a brand that prioritizes both patient well-being and employee development.
Responsibility
- Serve as the primary point of contact for customer inquiries, complaints, and feedback via phone, email, and in-person interactions, ensuring a positive and professional experience.
- Resolve customer issues efficiently and escalate complex cases to the appropriate teams while maintaining clear communication and follow-up.
- Monitor and adhere to service level agreements (SLAs) to ensure timely resolution of customer concerns, tracking performance metrics and reporting trends.
- Maintain accurate records of customer interactions, complaints, and resolutions in our CRM system to support data-driven improvements.
- Collaborate with clinical and administrative teams to streamline processes, reduce complaint volumes, and enhance overall service quality.
- Provide administrative support, including scheduling appointments, managing customer databases, and preparing reports for management review.
- Identify recurring customer pain points and propose actionable solutions to improve satisfaction and retention.
- Stay updated on clinic services, promotions, and policies to provide accurate and up-to-date information to customers.
Qualifications
- Minimum of 1-2 years of experience in customer service, call center, or client relations, preferably in healthcare, hospitality, or retail.
- Excellent communication skills in English and Bahasa Indonesia, with the ability to convey information clearly and empathetically.
- Strong problem-solving skills and a proactive approach to resolving customer issues with minimal supervision.
- Proficiency in using CRM software, Microsoft Office (Word, Excel), and basic data entry tools.
- Ability to multitask, prioritize workloads, and manage time effectively in a fast-paced environment.
- High level of professionalism, patience, and emotional intelligence when handling difficult or sensitive customer interactions.
- Familiarity with healthcare or aesthetic services is a plus, but not required.
- Willingness to work in Bali and adapt to a dynamic, customer-focused work environment.