Customer Experience Lead

1 week ago


Klang, Selangor, Malaysia Alliance Medinet (M) Sdn Bhd Full time

We are seeking a dedicated and customer-focused professional to join our team as a Customer Experience Lead. In this role, you will be the primary point of contact for our patients, healthcare partners, and clients, providing exceptional service and support through meaningful interactions.

The successful candidate will have at least 2 years of experience in a call/contact centre, preferably in a healthcare or insurance environment. They will possess strong customer service and active listening skills, with the ability to handle high call volumes professionally. Excellent communication skills and good overall computer proficiency to navigate multiple systems are essential.

  1. Serve as the first point of contact for all customer and member enquiries.
  2. Provide accurate and timely responses to queries related to healthcare or employee benefits, eligibility, and claims.
  3. Assist callers in navigating our platforms, applications, and website to access available services.
  4. Issue emergency Letters of Guarantee (LOG) and record necessary details in the system.
  5. Update customer records promptly and accurately in the system.
  6. Handle complaints and complex enquiries professionally, escalating where necessary to ensure timely resolution.

What You Will Do:

  • Support the Contact Centre Team Leader and Management with any other assigned duties.
  • Work under pressure with accuracy and attention to detail.

Requirements:

  • At least 2 years of experience in a call/contact centre, preferably in a healthcare or insurance environment.
  • Strong customer service and active listening skills, with the ability to handle high call volumes professionally.
  • Excellent communication skills and good overall computer proficiency to navigate multiple systems.
  • Able to work under pressure with accuracy and attention to detail.


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