Customer Service, Contact Centre

5 months ago

Petaling Jaya, Malaysia Agensi Pekerjaan Hunters Search Sdn Bhd Full time

**About t** **he Company**:
Our client is Asia's leading provider of integrated solutions with expertise in medical, mobility, travel, security, home and lifestyle concierge services.

**Responsibilities**:
This role will support the company's Travel Business Unit on the day-to-day operations of the Asia Travel Hub. He/she acts as the first point of contact for policyholders, clients, service providers and colleagues from other Assistance Centres. He/she shall be the key liaison between the Organisation and its customers/providers to deliver high level of customer service, coordinate medical assistance services and uphold the service levels.

appropriate solutions and information.
- To provide efficient and professional customer service by upholding the Business Units service standards.
- Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives to customers.
- To organize and coordinate the medical assistance services such as inpatient, outpatient, evacuation, and repatriation

services for the customer.
- Takes the opportunity to build sustainable relationships and engage customers by taking the extra mile.
- Work closely with the network service providers and correspondents by building and maintaining a professional working relationship during case handling.
- To provide first contact resolution to resolve customer complaint and escalation on a timely manner.
- To follow through all open cases, ensure timely resolution and ensure customers are kept updated of the progress regularly.
- To ensure completeness of documentation of call/case information according to the standard operating procedures and/or guidelines (i.e. complete call logs and reports).
- To meet the Service Level Agreement and exceed customer expectations.
- Ability to problem solve in a professional and effective manner.
- To take a proactive approach towards suggesting improvements to working practices.
- To participate in training sessions to continuously improve knowledge and performance.

**Job Requirements**:

- Excellent spoken and written communication skills (English and Bahasa Malaysia) are necessary for daily contact with

customers, providers and inter-offices; Speak clearly and distinctly.
- Possesses the capability to think and act fast in problem solving.
- Proficient in Microsoft Office Applications (i.e. Outlook, Word, Excel).
- Ability to use a source to find specific information.
- Able to recall important and commonly used information and generally familiar with reference documents available.
- Display time flexibility towards shift as per work floor requirements.
- **Able to standby in the event of disaster and business continuity protocol enforced.**:

- **Able to work shift hours and during weekends/public holidays.**:

- Relevant working experience is required.
- Knowledge of customer service practices and principles would be an added advantage.

**Remuneration**:

- RM 2,500 - RM 3,000 (Basic)
- Shift Allowance (RM30/day for day shift; RM 100/day for night shift; RM150/day for public holidays)

**Working Shift**
- 5 days working, 2 days rest (rotational shift based on schedule).
- Day shift: 8am - 8pm (2 breaks in between)

Night shift: 8pm - 8am (2 breaks in between)

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

**Salary**: RM2,000.00 - RM3,000.00 per month

**Benefits**:

- Health insurance
- Meal allowance
- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Holidays
- Night shift
- Rotational shift

Supplemental pay types:

- Overtime pay
- Performance bonus

Application Question(s):

- Are you willing to work 24/7 rotational shift?

**Experience**:

- Customer Service: 1 year (required)

Shift availability:

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

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