Senior Executive, Contact Centre

4 weeks ago

Klang, Selangor, Malaysia Alliance Medinet (M) Sdn Bhd Full time
Senior Executive, Contact Centre (Call Centre)

We are a team of customer-centric people believing that experience is everything. We offer the opportunity to drive impact and purpose in creating positive customer experiences in a setting that is geared to improve patient/customer experience and outcome.

Being the primary point of contact for our patients, healthcare partners and clients, you take pride to be in a crucial role to engage in meaningful interactions with our callers with a 'smile' in your voice and display of effective problem-solving skills.

To succeed in this role, you must be passionate about delivering excellence in customer experience with a strong desire to learn. Be part of our talent community today, seize this opportunity to work with a team of experienced mentors who will guide and support your professional growth.

How you will make an impact

  1. Serve as the first point of contact for all customer and member enquiries.
  2. Provide accurate and timely responses to queries related to healthcare or employee benefits, eligibility, and claims.
  3. Assist callers in navigating our platforms, applications, and website to access available services.
  4. Issue emergency Letters of Guarantee (LOG) and record necessary details in the system.
  5. Update customer records promptly and accurately in the system.
  6. Handle complaints and complex enquiries professionally, escalating where necessary to ensure timely resolution.
  7. Support the Contact Centre Team Leader and Management with any other assigned duties.

Skills and Experience

  1. At least 2 years of experience in a call/contact centre, preferably in a healthcare or insurance environment.
  2. Strong customer service and active listening skills, with the ability to handle high call volumes professionally.
  3. Excellent communication skills and good overall computer proficiency to navigate multiple systems.
  4. Able to work under pressure with accuracy and attention to detail.
  5. Experience handling complaints and escalations is an advantage.
  6. Willingness to work rotating shifts, including weekends and public holidays.
  7. Ability to commit to the night shift is a plus.
  8. Candidates with less experience may be considered for a Junior Contact Centre Agent role.

To know more about our organisation, visit us at https://alliancehealthcare.com.sg/

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