Customer Experience Agent

About ORA

At ORA, we believe that healthcare should be accessible, convenient, and deeply personal. We are building a modern digital experience that enables patients to access care on their terms, delivering high-quality, specialised treatments for chronic conditions.

As a vertically integrated telehealth platform founded in 2020, ORA is Southeast Asia’s fastest-growing digital health provider. We operate a shared core technology and services layer that powers our demographic-focused digital clinics across Singapore, Malaysia, and the Philippines, with additional regional markets launching soon. Our growing portfolio of healthcare brands includes andSons (men’s health), OVA (women’s health), and Modern Molecules (online dermatology).

We are backed by a $10M Series A funding round, the largest investment for any digital health organisation in Southeast Asia, and we are expanding rapidly to unlock our next phase of growth.

Who This Role Is Best For

You are a highly responsive and detail-oriented communicator who thrives on solving customer problems and delivering exceptional care. This role is best for a proactive professional who is dedicated to maintaining high standards of service and ensuring every patient interaction is positive, accurate, and empathetic.

• Customer-Focused Mindset: You are driven by the goal of resolving issues promptly and maintaining customer satisfaction at every touchpoint.
• Clear and Empathetic Communicator: You excel at conveying accurate information clearly and maintaining a professional, supportive tone across all channels.
• Proactive Problem Solver: You take accountability for your tasks, balancing ticket management with inbound calls efficiently and independently.
• Collaborative Team Player: You value effective escalation and internal communication to ensure seamless patient experiences.

Responsibilities

You will be the voice of ORA, ensuring that every patient receives prompt, high-quality support that drives satisfaction and retention. Your primary impact will be to manage high-volume customer interactions, transforming inquiries into seamless experiences through clear, empathetic, and professional communication.

• Manage Support Interactions: Efficiently handle customer support tickets and inbound calls, ensuring all issues are resolved promptly and accurately.
• Deliver Exceptional Care: Communicate with clarity and empathy, upholding ORA’s brand standards in every patient interaction.
• Collaborate for Excellence: Work closely with internal teams to manage complex escalations, ensuring a smooth path to resolution.
• Drive Service Quality: Maintain a high level of accountability and detail, contributing directly to patient retention and positive engagement.
• Maintain Rigorous Data Logs: Maintain rigorous data logs and accurate records for all customer interactions, ensuring complete accountability and service transparency.
• Remote Operational Diligence: Operate effectively in a fully remote, global environment, exercising high personal accountability and professional diligence regardless of location.

Qualifications and Requirements

This role requires a dedicated professional with a background in customer service who can contribute effectively from the start. You should have a proven track record of handling high-volume queries with accuracy and empathy, demonstrating the ability to balance multiple priorities in a remote, fast-paced environment.

• Proven Experience: A strong background in customer service (experience in airlines or digital health is highly valued).
• Communication Skills: Exceptional written and verbal communication skills with a focus on service register and clarity.
• Operational Excellence: Demonstrated ability to multitask between tickets and calls with high attention to detail and accuracy.
• Independence: Capability to work effectively in a remote, roster-based schedule while remaining highly responsive.

Our Commitment to Inclusivity and Accessibility

At ORA, we believe that diverse perspectives build stronger healthcare outcomes. We are committed to creating an inclusive work environment where all individuals are treated with respect, fairness, and dignity. We welcome applications from qualified candidates of all backgrounds, irrespective of race, ethnicity, gender, age, or religion.

We are also dedicated to providing a fair and accessible recruitment process. If you require any reasonable adjustments or support during the application or interviewing stages, please let us know so that we can accommodate your needs.

Are you an exceptional customer experience professional ready to power the future of digital health? Apply today to join the ORA team.