Job Description
Job Description
Customer Support Representative – Indonesia Activities
Location - Jakarta
About Medix
Medix is a global tech-driven healthcare management company, providing a variety of services to over millions of customers spread worldwide. Through our best-in-class health management services, combining digital health solutions, AI and human led services, we are disrupting the industry by providing a variety of services ranging from longevity and medical prevention,
personal medical disease management and care navigation to rehabilitation, mental health management and more.
We are different in everything we do, bold yet disciplined in our approach, we strongly support creativity and intellectual freedom to push the boundaries to which technology and data can take us and are driven by our meaningful purpose: to make healthcare more accessible, affordable and quality driven for all. We don't call it healthcare, we call it intelligent health management, the art and science of health. As a result of our unique approach and capabilities, we are a global market leader and one of the fastest growing healthcare management groups in the world. We deliver the future of healthcare today!
www.medix-global.com
We are seeking a customer-focused Customer Support Representative to join our team. The ideal candidate will serve as the primary point of contact for customers, assisting with inquiries, resolving issues, and ensuring a positive customer experience across all communication channels.
Main Responsibilities:
• Respond to patient and agent inquiries via phone, email, and digital communication platforms in a professional and timely manner.
• Maintain accurate documentation of patient interactions, case updates, and engagement activities within internal systems.
• Escalate complex or sensitive issues to the Management while ensuring proper follow-up and resolution.
• Conduct proactive follow-ups with patients and agents to ensure a high level of customer satisfaction and service quality.
• Meet and maintain defined service KPIs and SLAs.
• Support and coordinate various marketing and patient engagement activities as required.
• Ensure full compliance with all Medix policies, protocols, and regulatory requirements.
• Participate in and manage ad-hoc projects, cross-functional initiatives, and process improvement activities.
• Collaborate closely with internal teams to ensure seamless service delivery and effective communication.
• Identify recurring issues and provide feedback to management to support continuous improvement initiatives.
Job Requirements:
• 3–5 years of experience in customer service, call centre, or supportrelated roles.
• Experience in healthcare industry is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in English and Native in Bahasa Indonesia, additional languages are an advantage.
• Proficiency in Microsoft Office and CRM/customer support software.
• Strong attention to detail and organizational skills.
• Positive attitude with a customer-first mindset.
Working Conditions:
• Office-based work environment
• Full time on-site position
