Customer Service Coordinator

2 weeks ago


Petaling Jaya, Malaysia Asia Assistance Network (M) Sdn Bhd Full time

**ABOUT THE COMPANY**:
Located in the heart of Petaling Jaya, Malaysia, **Asia Assistance Network (M) Sdn. Bhd.** has emerged as Malaysia’s leading assistance service provider and third party administrator as well as earned a global reputation as Asia’s top medical assistance provider. Founded in 1998, we are based in Petaling Jaya, Malaysia with offices all over Asia.

Working primarily with corporations and insurance companies, **Asia Assistance** ensures that our members and clients promptly receive the best quality of care available, no matter where they are.

We operate 24/7 to be there for our corporate and individual members around the globe, through our regional presence and our global network of independent assistance companies. With more than a decade of experience, we have what it takes to provide our members and clients with an absolute peace of mind.

**What a typical day looks like**:

- Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives to customers.
- Organize and coordinate the medical assistance services such as inpatient, outpatient, evacuation, and repatriation services for the customer.
- Work closely with the network service providers and correspondents by building and maintaining a professional working relationship during case handling.
- Follow through all open cases, ensure timely resolution and ensure customers are kept updated of the progress regularly.
- Ensure completeness of documentation of call/case information according to the standard operating procedures and/or guidelines.
- Required to meet the Service Level Agreement and exceed customer expectations.
- To participate in any ad hoc projects as assigned by the management.

**The experience we’re looking to add to our team**:

- Minimum SPM/Diploma holder with at least 1-2 years of related working experience.
- **Experienced working in a call center environment.**:

- **Experienced in customer service, assistance, insurance, or medical industry preferred.**:

- Strong phone contact handling skills and active listening.
- Excellent written and spoken English and Vietnamese.
- **Shift work - Morning / Noon / Night shift**:

- **Rotational Rest Day and Off Day.**:

- **Work location: Menara Symphony, Seksyen 13, Petaling Jaya**

**Job Types**: Full-time, Permanent

**Benefits**:

- Health insurance
- Maternity leave
- Parental leave
- Professional development

Schedule:

- Rotational shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Petaling Jaya: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Call Center: 1 year (required)

Shift availability:

- Day Shift (required)
- Night Shift (required)
- Overnight Shift (required)



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