Job Description

Open Position: Customer Support Associate

Location: Malaysia (Kuala Lumpur, Penang, Ipoh)

YOUR ROLE DESCRIPTION\xe2\x80\xa6

Custom Care will be responsible for providing top-quality assistance to Homage\'s Customers, Care Professionals and the general public when they have a question or problem. A lot of this would be through telephone, but would also include live chat and email. Working in the Malaysia Operations team, Custom Care is focused on building a community of dedicated caregivers, nurses, and care professionals who are fully equipped to provide the best quality care to those who need it.

THE DAY-TO-DAY ACTIVITIES

• Assist Care Owners to schedule visits and ensure that visits are fulfilled with the Fulfillment team (Live Operations team)

• Pick up inbound queries via calls or live-chat channels
• Develop a deep understanding of client needs and requirements
• Work closely with Care Owner to plan and schedule visits as well as with Live Operations team to ensure that visits are fulfilled
• Manage a portfolio of clients ensuring customer retention and high satisfaction, reviewing adoption of products.

• Look into care plan renewal rates and feedback systems, become a trusted advisor to the Care Owner and family
• Develop and maintain a smooth and strong relationship with Care Owners and Care Recipients to strengthen loyalty and retention
• Work with the Performance team to carry out visit fulfillment and quality improvement plans
• Conduct regular reviews with the Care Owner on their care plan and our service quality
• Design and implement customer retention policies
• Participate in strategic cross-functional projects to improve processes

THE SKILLS YOU NEED..

• Experienced working in a customer-facing role, preferably in a healthcare, service- oriented environment or healthcare-related is a plus
• Good level of IT competency especially basic knowledge of using Microsoft Excel
• Comfortable with roster-based role
• Accountable, Team player, Operate Independently (with minimal supervision) and Detail Oriented
• Communications: Able to have engaging communication in person, writing and phone
• Languages: Able to speak and write in English and Bahasa (Able to speak additional languages would be an advantage such as Mandarin, Tamil and other Chinese, Indian dialects)

WHO ARE WE?
Homage is a tech start up business in the healthcare industry and we aim to change the way people access and receive home care in a range of ages, allowing them to age and recover in grace.
WHAT DOES THIS MEAN?
With our app, we connect care professionals and care recipients/owners, enabling care and recovery in your home.
HOW DO WE DO IT?
Our app has an advanced algorithm that matches the best suited care professionals to our home care patients, based on the needs and wants of our patients.
WHATS NEXT?
Lets be a part of this change!
Not only you play a critical role in building Homage legacy but through this organization, you are able to give back to the society which truly will make a difference in the lives of many
If you have a passion for improving the lives of others and want to join a dynamic, mission-driven organization, we would encourage you to apply for this exciting opportunity. For more information on Homage, visit https://www.homage.com.my/

Homage