Job Purpose:
With knowledge of clients products, services and policies, you are responsible to assist customers with inquiries and request for assistance. We will provide trainings, tools, and resources needed to manage the needs of your customer base.
Standard Job Responsibilities:
- To manage customers request via phone, email and various digital platforms. This includes but not limited to providing information on general enquiries, policy benefits, claims related enquiries, travelling inconvenience, and any other enquiries
- Responsible to plan, coordinate and deliver the service according to the standard operating procedure
- To ensure continuation and completion of service delivery within the agreed turn-around-time
- Document all call information and coordination arrangement into the case management system
- To liaise effectively with other members of the call centre, other departments and business partners to resolve enquiries/requests, where applicable
- To participate in training as to ensure continuous enhancement of skills and knowledge to deliver service quality
- To perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and/other requirements
Job Requirements
- Passion for excellence with respect to treating and caring for customers
- Highly developed sense of integrity and commitment to customer satisfaction
- Ability to communicate clearly and professionally, both verbally and in writing
- Strong communication and listening skills
- Able to handle, manage customer complaints and stressful situations appropriately
- Has a pleasant, patient and friendly attitude
- Willingness to work on a flexible schedule and on shifts
- Proficient in both spoken and written English and Bahasa Malaysia. Ability to converse in Mandarin or any other languages will be an added advantage
- Experience in the travel and medical assistance industry will be an added advantage
