Client Coordinator

Key Responsibilities

• Engage with clients to understand their needs and recommend suitable Kaya services and treatments.
• Book sufficient appointments in line with daily and monthly clinic targets.
• Confirm appointments and support session consumption according to the clinic plan.
• Capture sales leads and update opportunities in the relevant systems.
• Achieve individual targets and work collaboratively with the clinic team to support overall business goals.
• Contribute to collection, consumption, and client conversion targets.

Client Experience

• Welcome clients and ensure a professional, warm, and seamless clinic experience.
• Assist clients with registration and guide them to the appropriate doctor, practitioner, or service.
• Identify client needs and provide relevant information about available treatments, services, and products.
• Build strong rapport with clients and maintain a high standard of customer service.
• Support clients throughout their journey at the clinic.
• Handle complaints professionally, resolve issues where possible, and escalate unresolved cases when required.
• Proactively collect client feedback and support corrective or preventive actions when needed.

Clinic Operations & Administration

• Handle incoming client calls and inquiries.
• Conduct outbound calls for appointment confirmation, service consumption, follow-ups, and relevant offerings.
• Ensure all appointments are accurately booked and doctors/practitioners are correctly tagged in the system.
• Ensure session consumption is properly recorded after service delivery.
• Update daily collections and ensure cash and card transactions match system records.
• Prepare and update daily business reports.
• Maintain accurate client information and records in the clinic system.
• Process billing for consumed services and provide clients with invoices.
• Ensure every client is booked for their next visit.
• Follow Kaya SOPs, policies, Code of Conduct, and compliance standards.

Candidate Requirements

• Bachelor’s degree / Graduate in any discipline.
• Minimum 1 year of customer-facing experience .
• Previous clinic experience is mandatory.
• Candidates without clinic experience will not be considered.
• Experience in dermatology, aesthetics, cosmetic, beauty, wellness, or healthcare clinics is strongly preferred.
• Strong understanding of clinic operations, appointment handling, client follow-up, and customer service.
• Sales experience within a clinic environment is highly preferred.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Rapport-building skills.
• Ability to work under pressure.
• Complaint handling and conflict resolution skills.
• Strong selling and service recommendation skills.
• Negotiation skills.
• Good business awareness.
• Strong organizational and multitasking skills.
• Comfortable working with clinic systems, CRM platforms, and software.

Key Performance Indicators

• Appointment booking achievement.
• Session consumption vs. target.
• Collection vs. target.
• Individual input and business target achievement.
• Customer feedback.
• Complaint management.
• Process compliance.
• Call quality and follow-up performance.