Executive-Customer Service

Key Responsibilities

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

2. Ensure customers are given meaningful updates for cases handled by Claims Analysts.

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

4. Deliver meaningful and value-added outbound services.

5. Handling inbound or outbound customer telephone calls, live chats, emails, or social media in a polite and professional manner.

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

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

8. Managing and maintaining data integrity in all systems used.

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

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

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

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

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

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

15. Meet company KPIs on a monthly and yearly basis where applicable.

Minimum Requirements:

1. Candidate/s with Call Centre/Contact/Service Desk centre experience will be an advantage.
2. Working experience in Healthcare, Insurance, TPA, or related fields will be an advantage.
3. Must be computer literate and have a good command of English and Bahasa Malaysia. Literacy in other languages would be an advantage.
4. Confident & comfortable with conversing with people over the phone.
5. Accountable for daily operations by meeting or exceeding the standards set by the management.
6. High motivation and must be a strong team player & able to manage stress.
7. Working hours are from 10:00 AM to 7:00 PM which includes a 1-hour break. This position requires shift rotation including weekends and public holidays. ( 2 days off )
8. Applicants should be Malaysian citizens or hold relevant residence status.
9. Candidate/s with Call Centre/Contact/Service Desk experience will be an advantage.
10. Fresh graduates are encouraged to apply.