About us
Since the 1930s, the way we commute, socialize and even how we make payments have changed, and yet our fundamental approach to the healthcare system hasn't.
At Ordinary Folk, we're reimagining the building blocks of healthcare, through Noah and Zoey. Noah allows men to receive remote diagnosis and treatment across varying areas of care. Through Zoey, women's sexual wellness and fertility journeys are supported with thoughtful products and services.
Your Team
At Ordinary Folk, our mission is to revolutionise the way people access medical treatment.
We've built brands tailored to the differing needs of people across diverse Asian cities, and delivered healthcare solutions the modern way online and to your doorstep.
Working with medical professionals in each country, who are armed with decades of expertise in their specialised fields, allows us to tailor treatment plans that work for the broad range of individual needs for their local populations.
The Role
We're looking for a Customer Service Associate to join our Member Experience team in Singapore. You'll be the front line for our patients resolving issues, coordinating with doctors and logistics partners, and making sure every interaction builds trust. This is a healthcare company, not a call centre. The people reaching out are patients, not just customers and the difference matters.
Responsibilities:
- Deliver exceptional customer service by promptly and courteously addressing customer inquiries, complaints, and feedback across multiple channels (phone, email, chat, social media, etc.).
- Actively listen to customers concerns and requirements, offering suitable solutions or guidance to efficiently resolve their issues and meet their needs.
- Assist doctors in resolving any technical or customer-related issues that arise during consultations, ensuring a smooth experience for both doctors and customers.
- Provide comprehensive and accurate information regarding our products, medicines, treatments, and services to customers, ensuring they are well-informed.
- Document customer feedback meticulously and maintain accurate records of customer information, issues, and resolutions using appropriate tools and systems.
- Continuously develop and maintain an in-depth understanding of the company's products, services, policies, and procedures to provide accurate and valuable information to customers.
- Collaborate with cross-functional teams to address customer concerns and enhance the overall customer experience.
- Proactively identify opportunities to enhance customer service and operational processes, procedures, and tools, and provide actionable recommendations to improve customer satisfaction.
- Coordinate effectively with our logistics partners to ensure prompt and precise delivery of customer orders.
- Process customer orders swiftly and accurately, verifying order and payment details for accuracy and completeness.
Your Experience:
At least 2 years of experience in a customer service or healthcare-related role, preferably in a telehealth or healthcare setting, demonstrating a track record of successfully resolving customer inquiries, providing excellent service and managing customer interactions effectively.
Your Skills:
- Professional proficiency for written and spoken English to effectively communicate with team members from different countries.
- Strong customer service orientation with the ability to empathise, listen actively, and provide appropriate solutions to customer inquiries, complaints, and feedback.
- Exceptional problem-solving skills to address technical or customer issues that may arise and find efficient resolutions.
- Attention to detail and accuracy in processing customer orders, verifying information, and maintaining records.
- Proficiency in using customer service tools and systems, such as CRM software, ticketing systems, and knowledge bases.
- Ability to work in a fast-paced environment, managing multiple patient interactions simultaneously while maintaining a high level of professionalism and efficiency.
- Empathy and patience in handling patient concerns and needs, maintaining a positive and supportive attitude throughout interactions.
Why join Ordinary Folk
Our mission is to revolutionize the way people access medical treatment. We've built brands tailored to the differing needs of people across diverse Asian cities, and delivered healthcare solutions the modern way online and to your doorstep. Working with medical professionals in each country, who are armed with decades of expertise in their specialized fields, allows us to tailor treatment plans that work for the broad range of individual needs for their local populations.
Looking for the highlights
- We're one of the fastest-growing healthcare companies in Asia.
- You'll be working alongside team members who've joined us from companies like BBH, Grab, Unilever, Ogilvy and IDEO.
- Join a team of 20 on the ground floor of an exciting start-up ready to blast off.
