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Team Leader

1 month 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.

**SUMMARY OF THE POSITION**:
**What a typical day looks like**:

- Working as part of the Assistance and Claims Team, to ensure all the travel claims and medical assistance cases are dealt with on a daily basis to the required standard within agreed time frames.
- Manage a portfolio of Travel Insurance claims and assistance matters from lodgement to finalisation.
- Liaise with different insurance companies and medical professionals.
- Record and update customer information accurately and comprehensively and input the data into the company’s claims system.
- Review cases, define potential actions of recovery assessing level of success, define action plan and take the appropriate action.
- Communicate clearly, accurately and effectively with internal and external customers.
- Deal with the telephone calls in a customer-focused way, ensuring that service levels and standards are maintained.
- To meet performance indicators, as agreed during formal assessment reviews.
- To communicate clearly, accurately and effectively with internal and external customers.
- To deal with the telephone calls in a customer-focused way, ensuring that service levels and standards are maintained.
- To carry out audits per the requirement of the service agreement with the client.
- Undertake any other duty or responsibility that may reasonably be allocated by your superior and management.

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

- Preferably a graduate with Insurance qualification and/or one with no less than 5 years in travel insurance.
- Insurance contact center background would be advantageous including exposure to medical assistance.
- Excellent written and spoken English and Bahasa Melayu.
- Have experience in Excel, pivots and presentations would be advantageous.
- **Working days: Rotational Shift**:

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

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

**Benefits**:

- Health insurance
- Maternity leave
- Parental leave

Schedule:

- Afternoon shift
- Day shift
- Night shift
- Rotational shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

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

**Experience**:

- contact center: 1 year (required)