Role Summary

The Customer Service Concierge ensures every client and pet receives an excellent experience—both online and on-site. This role combines client-facing responsibilities in the lobby, billing administration, live chat handling, and operational support to maintain branch readiness. The Concierge is expected to multitask effectively, communicate warmly, and uphold modernvet’s service standards at all times.

Key Responsibilities

Client Experience & Lobby Service:

• Welcome and assist clients and their pets in a friendly, professional, and empathetic manner.
• Manage appointment check-in, confirmation, and scheduling with the medical team.
• Maintain cleanliness and comfort of the lobby and waiting areas.
• Provide clear information on services, procedures, and promotions.
• Handle client concerns or feedback courteously, escalating as needed.

Billing & Payment Administration:

• Prepare and issue invoices for consultations, procedures, and medications.
• Process payments (cash, card, or e-wallet) accurately and securely.
• Ensure completeness of billing documentation and daily reconciliation with the Finance team.

Live Chat (Intercom) & Online Support:

• Manage tickets, ensuring fast, friendly, and accurate responses that reflect modernvet’s service tone.
• Provide information on hospital services, appointment slots, and pricing.
• Escalate medical or urgent concerns to the appropriate team promptly.

Non-Medical Branch Ops Specialist:

• Ensure Daily Readiness: Lead the opening and closing routines using the branch checklist to maintain a welcoming, organized, and guest-ready environment at all times.
• Facilitate Morning Huddles: Host a daily team huddle at least 15 minutes before opening to align on priorities, service standards, and daily goals. May alternate facilitation with the Branch Head.
• Maintain Facility Excellence: Conduct daily premise walk-throughs (midday or afternoon) following the audit checklist to ensure cleanliness, comfort, and operational readiness. Coordinate follow-up actions with relevant team members and report updates to the Branch Head.
• Support Seamless Operations: Provide hands-on assistance in administrative and operational tasks as assigned by the Branch Head to ensure smooth service flow and an exceptional guest experience.
   

Qualifications

• Minimum Diploma or Bachelor’s degree from any major.
• Minimum 6 months - 1 year of experience in customer service, front office, or reception—preferably in a clinic/hospital/hospitality environment.
• Excellent interpersonal and communication skills, with a caring and service-oriented mindset.
• Proficient in Microsoft Office and chat systems (e.g., Intercom, Zendesk, WhatsApp Business).
• Organized, detail-oriented, and capable of multitasking in a fast-paced setting.
• Neat, professional appearance and a genuine love for animals.
• Proficient in English (written and spoken).

Preferred Attributes

• Comfortable handling and interacting with pets.
• Familiar with veterinary or medical administrative processes.