Job Description

Customer Service, Contact Centre (Hybrid) About the Company: Our client is Asia\'s leading provider of integrated solutions with expertise in medical, mobility, travel, security, home and lifestyle concierge services. Job Responsibilities: This role will support the Travel Business Unit on the day-to-day operations of the Asia Travel Hub. He/she acts as the first point of contact for policyholders, clients, service providers and colleagues from other Assistance Centres. He/she shall be the key liaison between the Organisation and its customers/providers to deliver high level of customer service, coordinate medical assistance services and uphold the service levels. Communicating with customers through inbound/outbound calls and/or email enquiries on a timely manner by offering appropriate solutions and information. To provide efficient and professional customer service by upholding the Business Units service standards. Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives to customers. To organize and coordinate the medical assistance services such as inpatient, outpatient, evacuation, and repatriation services for the customer. Takes the opportunity to build sustainable relationships and engage customers by taking the extra mile. Work closely with the network service providers and correspondents by building and maintaining a professional working relationship during case handling. To provide first contact resolution to resolve customer complaint and escalation on a timely manner. To follow through all open cases, ensure timely resolution and ensure customers are kept updated of the progress regularly. To ensure completeness of documentation of call/case information according to the standard operating procedures and/or guidelines (i.e. complete call logs and reports). To meet the Service Level Agreement and exceed customer expectations. Ability to problem solve in a professional and effective manner. To take a proactive approach towards suggesting improvements to working practices. To participate in training sessions to continuously improve knowledge and performance. Job Requirements: Excellent spoken and written communication skills (English and Bahasa Malaysia) are necessary for daily contact with customers, providers and inter-offices; Speak clearly and distinctly. Possesses the capability to think and act fast in problem solving. Proficient in Microsoft Office Applications (i.e. Outlook, Word, Excel). Willingness to learn and demonstrate capability in adopting/embrace relevant software applications. Ability to use a source to find specific information. Able to recall important and commonly used information and generally familiar with reference documents available. Display time flexibility towards shift as per work floor requirements. Able to standby in the event of disaster and business continuity protocol enforced. Able to work shift hours and during weekends/public holidays. Relevant working experience is required. Knowledge of customer service practices and principles would be an added advantage. Remuneration: RM 2,500 - RM 3,000 (Basic) Shift Allowance + OT Claims Consultant in charge: Jia En | 016 266 2236 | [HIDDEN TEXT]

foundit