Customer Service Representative

2 weeks ago

Kuala Lumpur, Malaysia Agensi Pekerjaan EPS Consultants Sdn Bhd Full time

**Client Background**:Belgium MNC- one of the largest health service organizations with 60 million customer relationships across the world and support this with a worldwide staff of 30,000 employees.
**Industry**:Insurance Service Provider
**Location**:KL
**Headcount: 10 headcounts**
**Tenure**:Permanent
**Remuneration**:RM350 fixed allowance, 16 annual leave, bonuses, flexi working hours, 3 months maternity leave, yearly flexi allowance RM600 and work from home etc.**

**Responsibilities**:

- Responds to inquiries from policy holders, providers and/or others for information and assistance.
- Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
- Mails or routes claims forms and supporting documentation to various units for final processing.
- Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
- May seek assistance with complex customer services issues.
- Understand and interprets policy provisions.
- Performs research to respond to inquiries and interprets policy provisions to determine most effective response using established departmental procedures, HIPAA regulations, and corporate policies.
- Uses computer-based resources in a highly effective manner to educate and provide accurate responses to inquiries is crucial for success.
- Issue Emergency GOP (Guarantee of Payment) and COC (Certificate of Coverage) as required when it is necessary.
- Collaborate with other stakeholders / teams to resolve queries including complex queries.
- Actively support all team members to enable operational goals to be achieved.
- Meet or exceed Service Level Agreement requirements, team KPI(s), monthly quality audit scores and NPS (Net Promoter Score).
Skills and Requirements
- Active language knowledge of at least English (additional language such as Japanese will be added advantages as the role required to deal with Japanese counterpart).
- High School Diploma or equivalent required or Associates or bachelor's degree preferred.
- Fresh Graduates/ 1+ years of customer service experience analyzing and solving customer problems required, call center experience a plus.
- Intermediate proficiency in Microsoft Office Suite.
- High level capacity to multitask independently and on a computer.
- Excellent written and oral communication skills.
- Ability to perform in a high volume, fast paced call center environment.
- Proven ability to work independently as well as a productive member of a team.
- Exceptional organizational and time-management focus.
- Possess excellent attention to detail, with a high level of accuracy.
- Strong interpersonal skill with good verbal and written communication, enjoy working and collaborating with team members.
- Strong customer focus with the ability to identify and solve problems.
- Should be flexible to work in shifts and on staggered weekends.
- The job holder develops effective relationships and communications with clients to ensure a working relationship.
- Diploma/ Degree holder are welcome to apply.

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