Customer Support Associate
Kuala Lumpur, Malaysia
Job Description
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THE DAY-TO-DAY ACTIVITIES 1. Assist to schedule visits and ensure that visits are fulfilled with the Fulfillment team (Live Operations team) a. Pick up inbound queries via calls or live-chat channels b. Develop a deep understanding of client needs and requirements c. Work closely with Owner to plan and schedule visits as well as with Live Operations team to ensure that visits are fulfilled 2. Manage a portfolio of clients ensuring customer retention and high satisfaction, reviewing adoption of products. a. Look into care plan renewal rates and feedback systems, become a trusted advisor to the Care Owner and family b. Develop and maintain a smooth and strong relationship with Care Owners and Care Recipients to strengthen loyalty and retention c. Work with the Performance team to carry out visit fulfillment and quality improvement plans d. Conduct regular reviews with the Care Owner on their care plan and our service quality e. Design and implement customer retention policies f. 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 (Able to speak additional languages would be an advantage such as Mandarin, Tamil and other Chinese, Indian dialects)
- Monday to Friday
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Job Detail
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Job IdJD930166
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationKuala Lumpur, Malaysia
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EducationNot mentioned