Officer - Customer Service

2 weeks ago


Petaling Jaya, Malaysia AXA Partners, Asia Assistance Network Full time

**Key Responsibilities**
- 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.
- 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).

**Technical/ Functional Knowledge, Skills and Abilities**
- 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.
- Proficient in Microsoft Office Applications (i.e. Outlook, Word, Excel).
- Comfortable in working shift hours and during weekends/public holidays.

**Education, Professional Qualifications and Experience**
- Minimum a Diploma with at least 1-2 years of experience.
- Knowledge of customer service practices and principles would be an added advantage.

**Salary**: RM2,200.00 - RM2,800.00 per month

**Benefits**:

- Health insurance
- Meal allowance
- Parental leave

Schedule:

- Rotational shift

Supplemental Pay:

- Performance bonus


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