Customer Support Specialist

Be the Voice That Makes Healthcare Payments Easier

As a Customer Support Specialist, you will assist patients and healthcare practices with payment solutions, ensuring smooth account management and positive support experiences. You'll handle enquiries, resolve issues, and guide users through digital tools with clarity and care.

This role plays a key part in improving patient access to healthcare by simplifying financial processes. It offers a long-term global career with Emapta, designed for service-driven professionals who value empathy, efficiency, and real-world impact.

Job Overview

Employment type: Full time

Shift: Day Shift | Weekends Off

Work setup: Onsite, Kuala Lumpur

Exciting Perks Await!

• Day shift schedule
• Fixed weekends off
• Government benefits
• Eight (8) days annual leave
• Career growth opportunities
• Diverse and supportive work environment
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)

The Qualifications We Seek

• More than 3 years of experience in customer support, call centre, or client-facing role
• Familiarity with payment solutions, financial services, or practice management systems is an advantage
• Technical aptitude to quickly learn and support SaaS or digital platforms
• Strong customer service mindset with excellent communication skills (verbal and written)
• Ability to handle both patient and professional practice enquiries with tact and empathy
• Problem-solving skills with a proactive approach to resolution
• Organized and detail-oriented, able to manage multiple queries at once
• Resilient and calm under pressure, with strong conflict-resolution skills
• Experience in healthcare, dental, or payments industries highly regarded but not essential

Your Daily Tasks

Patient Support

• Assist patients with setting up and managing their payment plans
• Answer questions on payment schedules, balances, and account changes
• Handle sensitive billing enquiries with empathy and professionalism
• Escalate arrears, disputes, or hardship cases where required

Practice Support

• Provide day-to-day support to practices on digital tools, systems, and workflows
• Guide practice staff through payment plan set-up, reporting, and troubleshooting
• Deliver clear and timely communication to help practices optimise their use of the platform
• Escalate technical or account-specific issues to the relevant team

Customer Experience

• Deliver a consistent, positive support experience across every touchpoint
• Identify common issues and share feedback to improve processes and products
• Maintain accurate records of all customer interactions in the CRM system
• Contribute to a team culture of continuous improvement and service excellence

Making Healthcare More Accessible Through Smarter Payment Solutions

Our client is an Australian-based financial services provider transforming how patients manage healthcare expenses. By combining innovation with a human-centered approach, they make payment processes simpler and more accessible for both patients and medical practices. Their growing presence across dental and healthcare sectors reflects a strong commitment to improving financial experiences-helping more people receive the care they need without added stress.

Welcome to Emapta Malaysia!

At Emapta, we believe in building careers that resonate with passion, purpose, and the vibrant spirit of Malaysia. Our diverse roster of over 1,000 international clients spans various industries, offering you a dynamic platform to showcase your skills and make a meaningful impact on a global scale. For over a decade, we have helped companies adapt to ever-changing market needs by providing access to a wide range of talent, office solutions, and more. Our mission is to hone your skills and help you reach the top and become part of the top 1% talent in Malaysia.

Emapta is more than just a company; it's a tight-knit community that values the unique blend of professionalism and Malaysian warmth. Ou organization embodies a culture that encourages innovation, collaboration, and continuous learning. Share your passion and enthusiasm across the globe and enjoy the flexibility to thrive in your career while savoring the joys of life outside the office.

Be part of Emapta's story - a story that values diversity, celebrates success, and embraces the colorful culture of Malaysia.

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