Customer Service Representative (GIH)

Job Description Summary

Delivers straight forward administrative and/or other basic business services in Customer Service. Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, providers and/or others for information and assistance. Performs research to respond to inquiries and interprets policy provisions to determine most effective response. Mails or routes claim forms and supporting documentation to various units for final processing. Position typically requires excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity. Issues tend to be routine in nature. Good knowledge and understanding of Customer Service and business/operating processes and procedures. Works to clearly defined procedures under close supervision.

Job Description

We are looking for experienced Customer Service Representatives to join our expanding GIH team based in our office in Kuala Lumpur, Malaysia. Working within a busy team, the successful individual will contribute to providing the highest possible level of service to all our customers thereby assisting in retaining existing business.

This is a permanent position working 40 hours per week, 5 days including weekends and Public Holidays (Malaysia). Working hours would be between 5am – 2pm and 6am-3pm during dayshift hours. After dayshift hours will be 6am-3pm and 7am-4pm scheduled on rotation basis (9 hours per day, including 1 hour break).

Main Duties / Responsibilities

• Receives requests by mail, telephone, live chat or in person regarding insurance claims/policies.
• Responds to inquiries from policy holders, brokers, providers and/or others for information and assistance.
• Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
• Mails or routes claim forms and supporting documentation to various units for final processing.
• Position requires excellent interpersonal skills, ability to understand and interpret policy provisions.
• Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
• May seek assistance with complex customer services issues.

Skills/ Experience Required

• Minimum 2 years experience in a contact centre environment.

• The ability to maintain high levels of customer satisfaction by dealing with member/client enquiries in an effective and timely manner is essential for this role.

• Must possess excellent attention to detail, with a high level of accuracy.

• Strong interpersonal skills with good verbal and written communication to internal and external clients.

• Excellent IT skills

• Strong customer focus with ability to identify and solve problems.

• Ability to work under own initiative and proactive in recommending and implementing process improvements.

• Ability to organise, prioritise and manage workflow to meet individual and team requirements

  Ability to quickly identify customer needs and exercise judgment in a professional