Customer Support (Korean Speaker)

📍 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 → 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 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 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