The Purpose of Your Role
Support patients via chat by answering enquiries, nurturing conversations, and following up to help them complete their next step (consultation, booking, or purchase).
Your Key Responsibilities
- Respond to inbound patient chats (WhatsApp/webchat) in a timely and friendly manner
- Understand patient needs and guide them to the right service or next action
- Follow up with users to reduce drop-offs and improve conversion
- Coordinate with doctors, clinics, and internal teams for handover or callbacks
- Escalate clinical questions to licensed professionals (no medical advice given)
- Update lead status and notes accurately in tracking tools.
Who We Want
- Strong written communication and empathy
- Detail-oriented, organised, and comfortable with follow-ups
- Comfortable using chat tools, spreadsheets, and basic CRM systems
- Interest in healthcare, digital platforms, and customer experience
Who Should Apply
- 1-3 years of Customer Service experience
- Chinese - English speaking (from advanced level and above)
- Candidates with background from Telesales / Bank / insurance
- Those looking to gain hands-on experience in digital health operations
