Call Centre Executive

Job Descriptions:

• To operate the telephone stations to receive, filter and transmit all incoming calls.
• To answer incoming enquiries from members and clients with regards to the program and accessibility to healthcare providers or benefits under their respective plans.
• To entertain members’ complaints and channel them to the respective internal units for appropriate response and ensure that the members will be promptly informed of the results or decision.
• To attend to request for letters of guarantee for secondary and tertiary care (for specialists and hospitals) and perform the validation necessary coverage checks strictly based on entitlement and limits.
• To issue and ensure delivery of the letters of guarantee to the patient or providers of their choice strictly based on entitlement and limits.
• To interact and communicate with members on procedures of personal claims and their processing.
• To be responsible for each incoming enquiry and complaint and to channel them to the appropriate internal units for response.
• To assist with other duties as directed by the Supervisors or Head of Department from time to time.

Key Requirements:

• Candidate must possess at least a Degree in any field.
• Required language(s): English, Bahasa Melayu
• Fresh grads are encourage to apply.
• Previous experience in a customer support role is an added advantage.
• Strong verbal communication skills along with active listening.
• Able to commit rotational shift work (Morning & Night shift rotation)
• Proficiency in the use of commonly used phone system, PC software, Email, and Internet.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Strong inter-personal skills, ability to relate well to customers, fellow employees and company management.
• Problem solving skills which require exercising independent judgment
• Understanding of privacy issues and regulations and ability to maintain strict client confidentiality.
• Capacity to work under pressure and meet deadlines.