Customer Service, Contact Centre
2 weeks ago
**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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