Member Services Executive

1 week ago

Kelana Jaya, Malaysia Techsap ASP Sdn Bhd Full time

Provide support in administration of member accounts
- Validate new member account creations
- Conduct random follow up with members for feedback on PPA services
- Facilitate referrals to PRS Providers where there is an expression of interest.
- Promote the usage of the PPA online account (registration & activation).
- Promote regular contribution top-ups.
- Enhance Member experience by frequent engagement through communication materials and reach-out programmes.
- Ensure Call Center Service Level and performances are met daily.
- Ensure turnaround time of enquiries and complaints are met daily.
- Provide support to Providers
- Attend to daily transactions from Providers
- Check completeness of Transfer Forms and monitor Provider
- s processing time for Transfer approval and remittance of Transfer monies
- Provide feedback to Providers on rejected transactions
- Handle Providers’ enquiries on PPA Portal transactions
- Prepare internal reports - daily, weekly, monthly, annually
- Prepare productivity reports.
- Daily Call Center Service Level and performance reports.
- Assist in the preparation of management reports and monthly reporting to the SC.
- Assist in the preparation of quarterly reports to the SC on complaints received.
- Ad-Hoc reports required by management and SC
- Self-monitoring and tracking of departmental capacity planning and highlight to Assistant Manager if capacity planning is not up to schedule or plan.
- Assist and participate in the overall operation of the Department
- Assist in the development and updating of the internal Standard Operating Procedure (SOP), System User Guides (TOMS) and Provider Handbook
- Assist in the development and updating of training materials and e-Library as a point of reference
- Develop and update FAQs
- Attend trainings, briefings and seminars
- Receive job coaching where applicable for improvement
- Self-monitor performance in accordance to KPI by taking the initiative to kick-start projects
- Call Quality Monitoring (CQM)
- Participate in system enhancement projects
- Participate and co-organize the implementation of the Customer Relationship Management (CRM) system
- Assist in the development of the proposal and business case for new enhancements
- Assist in the development of user acceptance testing materials
- Conduct user acceptance testing
- Fresh Graduates are encouraged to apply.

**Job Type**: Contract
Contract length: 12 months

**Salary**: Up to RM2,500.00 per month

Schedule:

- Monday to Friday

Ability to commute/relocate:

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

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