Customer Service

Position Overview

We are looking for a Customer Service who will be based under PT RPS (Filmore Medical), part of Filmore Health. This role has a strong sales and conversion focus, responsible for proactively engaging with patients and turning leads and inquiries into booked appointments.

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Placement: Mayapada Tower 1, Setiabudi, Jakarta Selatan (Head Office)

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Key Responsibilities

• Manage centralized customer service channels to handle patient inquiries, appointment bookings, and service-related requests.
• Conduct proactive outbound follow-ups to convert inquiries and leads into appointments.
• Follow up with patients regarding appointment confirmations, missed appointments, treatment follow-ups, and repeat visits to support patient retention.
• Proactively engage with existing patients to identify opportunities for rebooking, service continuation, and patient reactivation.
• Coordinate closely with the Customer Concierge and clinic teams to ensure a smooth patient journey from inquiry to appointment and post-visit follow-up.
• Maintain accurate records of leads, patient interactions, follow-up activities, appointment status, and conversion outcomes.
• Monitor and achieve agreed outbound activity, appointment conversion, and patient retention targets.
• Identify patient concerns or complaints and escalate complex cases to the relevant team.
• Provide insights from patient interactions to help improve customer experience, conversion, and retention initiatives.

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Requirements

• Minimum 1–2 years of experience in Customer Service, Telesales, Telemarketing, Inside Sales, Patient Relations, or related roles.
• Proven experience in outbound customer engagement, lead follow-up, appointment conversion, or customer retention.
• Strong communication and interpersonal skills.
• Comfortable with proactive calling and follow-ups and working toward sales, conversion, or retention targets.
• Customer-oriented with a strong ability to build rapport and long-term relationships with patients/customers.
• Strong persuasion and negotiation skills with the ability to convert inquiries into appointments without being overly sales-driven.
• Able to handle multiple follow-ups and maintain accurate records in a fast-paced environment.
• Strong attention to detail and good organizational skills.
• Experience in healthcare, clinics, hospitals, beauty/wellness, or other service-based businesses is a plus.

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Know More

• Filmore Pharma - www.filmorehealth.com
• Filmore Medical - www.filmoremedical.com