Full job description

Job Title: Customer Care & Concierge Coordinator (Chat/Call)

Job Summary

City Doctor is seeking a Customer Care & Concierge Coordinator to manage inbound customer chats and calls for our at-home healthcare services (Doctor at Home, Lab Tests at Home, IV Drips at Home, Physiotherapy at Home). This role emphasizes rapid triage, urgency assessment, and premium customer care. You’ll ensure customers are directed to the appropriate service channels and coordinate with our medical and operations teams to guarantee fast, smooth service delivery.

Success is based on responsiveness, accuracy, and customer satisfaction.

Key Responsibilities

• Inbound Communication: Handle live chat, WhatsApp (if applicable), and phone calls with speed, professionalism, and empathy.
• Triage & Prioritize Requests: Assess urgency, route non-urgent requests, and escalate urgent cases to the appropriate team or channel.
• Customer Information Collection: Accurately gather customer details such as symptoms, location, service requested, and timing.
• Booking & Dispatch Coordination: Work with internal teams (operations, nursing, physician scheduling, labs, physiotherapy) to arrange appointments quickly.
• Customer Experience: Provide reassurance, set clear expectations, and follow up until issues are resolved.
• Service Inquiries: Address questions about services, including preparation instructions, visit flow, and documentation requirements.
• Documentation: Log every interaction in CRM/booking systems with detailed notes and dispositions.
• Escalations & Complaints: Manage issues calmly, taking ownership and ensuring resolution.
• Confidentiality: Maintain strict confidentiality and comply with healthcare privacy standards.