Customer Service Coordinator
2 weeks ago
**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, Bahasa Malaysia and any other foreign languages.
- **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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