[my] Assistant Manager, Customer Service

1 day ago


Petaling Jaya, Malaysia Doctor Anywhere Full time

**About Doctor Anywhere**Doctor Anywhere (DA) is on a mission to be the largest tech-enabled, omnichannel healthcare provider in Southeast Asia. First launched in Singapore in 2017, DA aims to bridge gaps in the healthcare ecosystem through developing innovative solutions and technologies. In 2021, DA raised SGD$88 million in Series C fundraising (August 2021) and acquired Doctor Raksa, the biggest telemedicine platform in Thailand which further strengthened our foundation for telehealth and healthcare offerings. Today, DA is present in Malaysia, Thailand, Philippines, Vietnam, Indonesia and India, serving more than 2.5 million (and growing) users across the region.

At DA, we believe in the value of innovation and collaboration. Grounded in our motto of “Keep Going, Keep Growing”, our team strives towards excellence every day, and values diversity in perspectives brought by every member. Together, we bring quality healthcare to your doorstep

**About the team**

Doctor Anywhere's Operations team is a crucial part of the company. We ensure the day-to-day excellence of our TPA business, virtual and in-person clinical services, resolving operational issues in a timely manner and providing the best customer experience possible. We make sure that our customers remain our top priority.

**About the role**
- Hiring, training and regular coaching of contact centre employees
- Plan and monitor daily tasks and ensure client’s SLAs and KPIs are met with optimum levels of quality and service delivery.
- Establish Contact Centre Standard Operating Procedures (SOPs) and monitor the adherence of established SOPs
- Facilitate and organize training/refresher sessions for all employees on new and/or revised health policies.
- Investigate and handle all complaints/feedback in a timely manner, including direct escalation from clients.
- Provide leadership and coaching of Team Leads and employees.
- Actively engage and support the development of team to ensure performance and succession planning
- Prepare monthly and ad hoc reports for management and clients
- Other ad hoc duties as required

**About you**
- Degree in relevant discipline with at least 5 years of experience leading a Customer Service team in a call centre environment.
- Experienced in handling Employee Benefits Group policies is a must
- Experienced in Microsoft Excel reporting functions such as pivot tables.
- Fluent in written and conversational English; ability to speak Mandarin would be advantageous.
- A demonstrated track record of providing excellent service to people at all levels in a multicultural, collaborative and team-oriented environment.
- Willing to thoroughly learn and understand the plans and policies offered by the company.
- Excellent communication and coordination skills.
- Ability to proactively seek solutions while maintaining a calm disposition.
- Unquestioned integrity and high standards in the work you do.
- Able to work shift hours including nights, weekends and during Singapore public holidays
- A start-up attitude - you take full ownership of things that you do, willing to go out of your comfort zones and take on new challenges.
- Comfortable with ambiguity and flexible to learn new things - we’re not done growing, and heading into uncharted territories is part of the fun



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