Customer Service Executive

KPSB Care was established to provide Premier Healthcare Service to our Corporate Clients & their employees. With nationwide access to our healthcare providers powered by efficient digital solutions, we ensure to deliver professional and efficient services to our members.

Our team can provide a variety of services supporting your employees’ medical needs and assisting Human Resource professionals in managing their organizations’ medical benefits and medical needs.

Customer Service Executive
Job Description & Requirements of Designation:

• Deliver the best ‘first impression’ and consistent exceptional service to customers across all channels.

• Ensure customers are given meaningful updates for cases handled.

• Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of cases.

• Deliver meaningful and value-added outbound services.

• Handling the inbound or outbound customer telephone calls, WhatsApp chats, emails in a polite and professional manner.

• Identifying customer’s needs and providing accurate responses in accordance with agreed quality, compliance and service level standards.

• To review & process incoming claims. To seek clarification from customers or clinics, if necessary, of the claims submitted.

• Prompt and accurate in completing all related administrative activities via system provided, in accordance with relevant service standards and to the customers’ satisfaction.

• Managing and maintaining data integrity in all systems used.

• Liaise with other units and departments to resolve customers’ issues.

• Keep up to date with new or enhanced products / services to maintain a high level of quality service to customers.

• Recording and preparing any statistics or information required by Management.

• Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.

• Performs any other job-related duties and projects as assigned by superior.

• Participates in ad-hoc projects and manages the development of key Customer Engagement innovations.

• Audit and review the work of other team members to ensure accuracy, completeness, and compliance with internal guidelines, providing an additional layer of review for quality assurance.

• Identify and report errors, inconsistencies, or potential risks in the team’s submitted work.

• Conduct regular & scheduled quality checks, audits, and performance monitoring.

• Meet company KPI’s on a monthly and yearly basis where applicable.

Minimum Requirement:

• A minimum 1 year experience in Customer Service/ Call Centre/ Service Desk Centre or related field.
• Experience in medical industry will be an added advantage.
• Proficient in Microsoft Office, especially Excel (e.g., data analysis, pivot tables, reporting).
• Have good command in English and Bahasa Malaysia. Literacy in other languages would be an advantage.
• Highly self-motivated individual and is a Team Player. Strong attention to detail and analytical skills.
• Ability to work independently and as part of a team.
• Able to work scheduled shift hours on a 24-hour rotational basis as set by Management.
• Applicants should be Malaysians citizens or hold relevant residence status.

You may also submit your resume to: [email protected]

For further clarification: Call us at [+603 8603 7281](tel:+603 8603 7281)