Operations Intern

6 days ago

Subang Jaya, Malaysia HealthMetrics Sdn Bhd Full time

Job Summary:
The main responsibility of the Operations Intern is to assist in attending to and resolving queries, requests and complaints that are complex in nature (may or may not require investigation) which involves more than a single party i.e., involving both corporates and panel service providers. In addition, the incumbent will be assigned to perform monthly ad-hoc duties as per departmental agreed practice and terms. The incumbent is also required to support the Client Support team in assisting to answer incoming calls and attend to live-chats during peak periods i.e., call and/or chat volumes exceed the average handling capacity of the current manpower during office hours.

**Responsibilities**:

- To be an effective communicator and ensure all complex cases and complaints are acknowledged in a timely manner and customers are kept information throughout case handling.
- Attend to and provide resolution for complex cases I.e. dispute cases, complaints, queries that involve external parties I.e. between corporates and panel service providers
- Perform investigations for complex cases/issues that require escalated attention and to resolve them under timely manner
- Manage the resolution of customer complaints within agreed stipulated service level agreement timeframe
- Perform departmental duties on a rotational and monthly basis i.e., processing of late claim submission requests by panel service providers in Operations dashboard, preparation of invoices and reports for corporates, updating of optical benefits, uncovered treatment, monthly investigational cases from corporates
- To seek advice from Client Experience Manager for complex cases that require escalation advice on workarounds to resolve the said issue / case
- To be responsible for investigation, resolution and reporting of all customers and key corporate accounts related complaints in a consolidated manner and to present to Client Experience Manager
- To provide complaint trends and communicate lessons learnt to the Client Experience Manager, so service levels can be improved.
- Assist Client Support Specialists to attend and to resolve incoming calls and incoming live-chats during peak periods or as required i.e., unforeseen spike in volume of incoming calls and live-chats
- Ensure that the Service Level Agreement (SLA) metrics of complex/complaint cases are met
- Participate in process improvements of complaints and dispute handling and operational process workflows.
- Execute other/any ad-hoc operational and administrative tasks as required by management from time to time.
**Job Requirements**:

- Possess good written and spoken skills in both English and BM
- Result-driven and able to deliver work on time
- Possess problem solving quality
- Able to work under pressure

**Job Types**: Full-time, Internship
Contract length: 3 months

**Salary**: RM800.00 per month

Schedule:

- Monday to Friday

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