Contact Centre Agents

5 days ago

Johor Bahru, Malaysia Alliance Medinet (M) Sdn Bhd Full time

We are currently seeking experienced Contact Centre Agents for our established call centre located in Johor Bahru. In this position, you will be part of a team responsible for incoming customers/patients queries and delivering superior customer experience through providing assistance/guidance in in a timely manner.

**Your responsibilities shall include and not limited to the following**:
**The Role**:

- First point of contact and support to customers. Handle Medinet and appointment hotlines.
- Resolve customer’s enquiries efficiently and escalate problems/issues promptly
- Ensure referrals and specialist appointments are made promptly with specialist clinics and follow up with customers.
- Verifies the referral and authorization requirements of the patients' insurance plans and completes referrals and prior authorizations in a timely manner according to department guidelines and workflows
- Update CRM logs promptly, accurately and efficiently
- Record necessary details for member that calls to obtain LOG after normal office hours / Escalate these case to morning Agent to perform follow up
- Issuance of Emergency LOG when required
- Preparation of reports where required
- Work as a team and ensure contact centre’s service indicators are met
- Any other tasks as assigned by Contact Centre Team Leader and Head of Department

**Your Profile**:

- At least 1 Year(s) of working experience in a call centre environment is required for this position.
- Proficient in Microsoft Office Applications
- Possess good interpersonal and communication skills
- Ability to work under pressure
- Passion for customer service and a good team player
- Meticulous, committed and responsible
- Able to work staggered shift (Day and night shift)
- Able to work during weekends and Public Holidays

**Job Types**: Full-time, Part-time
Part-time hours: 44 per week

**Salary**: RM2,500.00 - RM4,000.00 per month

**Benefits**:

- Dental insurance
- Maternity leave
- Opportunities for promotion

Schedule:

- Afternoon shift
- Day shift
- Holidays
- Night shift
- Weekend jobs

Supplemental pay types:

- 13th month salary
- Overtime pay
- Performance bonus

Ability to commute/relocate:

- Johor Bahru: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Call Center: 1 year (preferred)

**Language**:

- English (preferred)
- Bahasa (preferred)

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