Hotline and Customer Care Operator

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia ThoughtFull World Pte. Ltd. Full time

About ThoughtFull:

ThoughtFull is a Temasek-backed digital mental health company that provides seamless end-to-end mental healthcare for all through insurers and employee benefits. Through our app, ThoughtFullChat ("TFC"), individuals are empowered to proactively engage with their mental wellbeing to better themselves regardless of where their starting point is – from self-driven learning, to our proprietary one-on-one daily bite-sized coaching with mental health professionals on text, video, or in-person – we run the gamut and meet our users where they are most comfortable. After all, healthy employees make for more engaging and productive work environments.

Our vision is to make mental health a priority for everyone, every day. It's an audacious dream, but with the right people who are courageous enough to Dream Audaciously, Do ThoughtFully, we believe that this dream can be our future reality. If you are committed to doing the best work of your lives to be the change that you want to see in this world, join us

Job Description:

Thoughtfull is looking for a driven, resourceful and strategic individual to be our Hotline and Customer Care Operator. You will play a key role in running our wellness hotline and navigating crisis care for our clients. This includes delivery of psychological first aid and crisis support (training provided), management of customer queries and ensuring the smooth flow of referrals. The perfect candidate is someone who is able to communicate well, think critically and solve customer queries in a timely manner. 

What you will do:

  • Provide psychological first aid and crisis counselling to crisis callers using English, Cantonese/Mandarin and Japanese (strongly preferred) 
    • Ensure the resolution of crisis situations according to the available protocols 
      • Oversee operation and management of wellness hotline services (attend, de-escalate/escalate and intervene) 
        • Support clinical team in administrative processes and psychological case management 
          • Support operations in other day-to-day tasks e.g., desktop research, data entry, easy translations as needed (10-20% of time) 

About you:  

  • [STRONGLY PREFERRED] Ability to speak Japanese and/or Cantonese/Mandarin 
    • Some knowledge of Psychology is preferred but not compulsory as training will be provided 
      • Able to communicate well and with a high degree of professionalism even if under pressure  
        • Willing to learn and work with tools needed to deliver the work 
          • Commitment to upholding the highest standards of privacy and ethics in handling sensitive data   

Thoughtfull is an equal opportunity employer. We provide equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need, please inform us for accommodation.


#J-18808-Ljbffr

  • Regional Customer Care Operations Lead

    24 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia American President Lines Full time

    Job SummaryWe are seeking a highly experienced Regional Customer Care Operations Lead to join our team. In this role, you will be responsible for leading the implementation of our global customer care strategy in the region, ensuring compliance and alignment of the agency customer care network.You will work closely with HO/RO teams, agency customer care...

  • Regional Customer Care Operations Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia American President Lines Full time

    Location:Kuala Lumpur, MYRegional Customer Care Operations ManagerLed by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is...

  • Regional Customer Care Operations Manager

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia American President Lines Full time

    Location: Kuala Lumpur, MYRegional Customer Care Operations ManagerLed by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is...

  • Regional Customer Care Operations Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia CMA CGM Full time

    Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly...

  • Global Customer Care Strategist

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia American President Lines Full time

    Key Accountabilities:This role involves implementing the global customer care strategy in the region and driving performance of the agency customer care network.Main Responsibilities:Implementation of the global customer care strategy in the region along with related matrices, tools and processes.Improve KPIs for key processes, service quality & productivity...

  • Customer Care Professional

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Businesslist Full time

    We believe that our people are our greatest asset.This role offers a unique opportunity to develop your skills and expertise in customer care.As a Customer Care Professional, you will be responsible for delivering exceptional customer experiences.Key responsibilities will include responding to customer inquiries and resolving issues in a timely manner.You...

  • Customer Care Consultant

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Starhub Ltd Full time

    Customer Care ConsultantDate: 16 Jan 2025Location: Kuala LumpurJob DescriptionThis role will be based in KL. The objective is to deliver superior customer service to all consumers in StarHub by providing general enquiry, billing and technical support for all StarHub services such as StarHub Mobile, Entertainment and Smart Life through the phone. Customers...

  • Senior Customer Care Specialist

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia American President Lines Full time

    About Us:American President Lines is a global leader in shipping and logistics, serving more than 420 ports worldwide. Our subsidiary CEVA Logistics is a world leader in logistics, and our air freight division CMA CGM AIR CARGO continues to innovate and offer new solutions to customers. We are committed to energy transition in shipping and aim to become Net...

  • Customer Service Operations Director

    24 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia American President Lines Full time

    About This RoleIn this role, you will be responsible for leading the customer care operations in the region, driving performance and quality improvements across customer care teams.You will work closely with HO/RO teams, agency customer care managers, and GBS managers to achieve operational KPIs and support the regional customer care manager to drive all...

  • Customer Care Executive

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Zenyum Full time

    About This RoleThe Customer Care team is responsible for ensuring that all Zenyum customers attain a best-in-class experience through their journey with our invisible braces and consumer products line.You will be the primary contact point with our customers to attain that picture-perfect Instagram-worthy smile. Join our team as we look to spread smiles...

  • Customer Care Officer

    7 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Cartrack Full time

    About the job Customer Care Officer (Kuala Lumpur, Malaysia)Job SummaryWe are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Customer Care Officer to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence...

  • Customer Care Director

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Health Lane Family Pharmacy Sdn Bhd Full time

    We are seeking a customer care director to join our team at Health Lane Family Pharmacy Sdn Bhd. As a leader, you will be responsible for managing a team of pharmacists and healthcare professionals, providing guidance and support to ensure excellent patient care and customer satisfaction.ResponsibilitiesDevelop and implement strategies to improve patient...

  • Financial Operations Manager

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia ShopBack Care Full time

    ShopBack Care OverviewWe are a leading shopping, rewards, and payments platform in Asia-Pacific, empowering 45 million shoppers across 12 markets. With 20,000+ partners and over half a million transactions daily, we're redefining the way the world shops.The Contract Finance Executive in a Shared Services Team is responsible for executing and overseeing...

  • Customer Care and Logistics Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Dover Corporation Full time

    Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls...

  • Customer Care and Logistics Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Dover Corporation Full time

    Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls...

  • Customer Care-Performance

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Lazada Full time

    Customer Care-Performance & Escalation ManagementLazada WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaResponsibilitiesBusiness owner of the Escalation management in Malaysia, focusing on data analysis.Take lead in resolving high-risk escalation from C-level, regulator bodies, including attending court.Drive down Buyer/Seller frictions by...

  • Customer Care and Logistics Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Dover Corporation Full time

    Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert:Customer Care and Logistics ManagerLocation:Kuala Lumpur, MYWork Arrangement: HybridMarkem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print...

  • Customer Care and Logistics Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Dover Full time

    Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls...

  • Customer Care and Logistics Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Nirvana Asia Full time

    Add expected salary to your profile for insightsMarkem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory...

  • Dental Care Customer Liaison

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Zenyum Full time

    Role OverviewAs a Dental Care Customer Liaison, you will play a vital role in ensuring that our customers receive outstanding care and support throughout their journey with Zenyum.Key Responsibilities:Develop strong relationships with customers to understand their needs and preferences.Provide personalized support and guidance to customers, addressing their...