Customer Service Lead

Since the 1930s, the way we commute, socialise 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.

At Ordinary Folk, our CS & Ops department plays an important role in ensuring our patients and anyone who comes through our platform are well taken care of.

It’s not just about customer service, you’ll be a craftsman - designing the customer experience journey paired with the doctor-patient journey, understanding best practices in crisis management, and most of all showcasing impeccable customer service.

Communication is not just about speaking to customers, doctors, patients, inquiring individuals, it’s also about motivating the team and being a mentor, coaching them to rise higher, and championing the values and ambitions of our brand through the work you do.

**The Role**

We’re on the lookout for someone who has a proven track record in leading outstanding customer service teams and is also not afraid to roll up their sleeves and be involved on the front line.

Some of the things you’ll be doing include
- Implementing policies and processes to ensure a positive, productive work environment, build team morale, and recognize team member achievement
- Coaching and mentoring a small team, establishing priorities and meeting deadline
- Conducting trend analysis on customer satisfaction and other core measurements, and implement strategies to improve future operation result
- Responding to customer enquiries in a timely, empathetic and caring manner
- Being familiar with our full flight of holistic services and products, and in turn be able to advise our patients and curious individuals accordingly
- Managing and ensuring our patients’ orders are fulfilled from order to consultation, to delivery, to after care, and so on, in a manner that represents our brand ethos
- Managing the occasional patient account or payment enquiries and issue
- Maintaining great relationships with our patients - this includes responding to feedback, understanding their pain points, and taking the initiative to find the best solutions
- Having a keen eye and ear in anticipating potential customer service issues and resolving them swiftly and efficiently

**Why join 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.

**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 40 on the ground floor of an exciting start-up ready to blast off
Employee equity scheme giving you a share in the company and the work we do
Free GP consults, subsidised treatments & therapy, and free Noah & Zoey wellness products
A development allowance so you can upskill yourself and your career.

**What we’re looking for**

Your experience
- You will need to communicate effectively in English with the team in different cities.
- Versatile copywriting skills — you know when to inject humour in a short headline, and when to emote through longer form copy.
- Cut out complicated jargon — you can break down complex medical/ science content into digestible and relatable copy.
- Adapting to different channels — you know the difference between
- Instagram and TikTok, and use the right lingo to reach audiences on different social platforms.
- Inside insights — you can translate data and insights from paid social reports and turn them into creative executions.
- Search ready — if you have SEO and SEM knowledge, that would be a huge plus.

Your skills
- Ability to work independently and within a team environment with a demonstrated track record in achieving targets, motivating and coaching staff to maximize their individual potentia
- Strong verbal and written English communication skill
- Effective communicator with a positive attitude and disposition to whatever life throws at you
- Responsible and respectful telephone etiquette

**What is working at Ordinary Folk like?**

We’re not your stereotypical healthcare company. We’re a bunch of creatives, entrepreneurs and tech-driven individuals from a wide range of cultural backgrounds - all with a focus on delivering better healt