Customer Service Executive

2 weeks ago

Kuala Lumpur, Malaysia SynergyHR Sdn Bhd Full time

Coordinate and ensure follow-ups of the assigned contracts/clients.
- Follow up on personal queue for the cases where we received replies.
- Monitoring Queue to see if there is any Q call that requires to be answered instead of allowing the call to drop or abandon.
- Check on Medical reports submitted by the client and see if we can approve the Initial Letter of Guarantee to the provider.
- Check if the complete Reimbursement documents have been submitted before assigning the case to Claims Team.
- Keep records and filing up to date.
- Proactively optimising the unit’s workflows to achieve set targets.
- Translate communications, medical reports or other documents if needed.
- Work according to the priorities indicated in the work plan and in order to keep under the track of the different KPIs (ASA, TAT, NPS, etc)
- Able to handle complaints and analyze them, identifying root causes that might lead to the improvement of customer satisfaction.
- Assist the Supervisor and Senior Supervisor in several tasks (e.g. preparation of presentations, preparation of analyses, Statistics)
- Provide all necessary information to the involved parties: clients, insurers, the International Customer Services, Finance and Accounting Marketing and Communication.
- Contribute to maintaining a cooperative and friendly working environment.
- Inform Supervisors and Senior Supervisors on problems and inefficiencies.

**What skills do you need?**
- Bachelor or similar by experience: Translation and Interpreting or Foreign Languages studies highly valued.
- Mandatory: Active knowledge **of English** is a must - Written and Spoken.
- Optional: Active knowledge of Mandarin, French, German, Italian, Spanish language
- Skillful in taking decisions: takes the right action on allocated files based on the available information and provides the decision in writing to the client ensuring all relevant information is clear.
- Excellent communication skills.
- Discipline: pays attention to procedures, agreements and document flows.
- Efficient: finds a good balance between quality and quantity.
- Team player: Able to work in a team and provide feedback on how to improve from time to time.
- Discreet: works discreetly with confidential (medical) information.

**Working Requirement**:

- Shift starts as early as 6am and ends shift at 4 am. Eg: The early shift is 6 am till 3pm and the Last shift 7pm till 4am(night shift allowance provided). There will be other shifts between 6 am and 7pm.
- Shift Rotation Monday till Sunday, 5 days a week, 9 hours a day with 1 hour Lunch Break. Working shifts include weekends.
- 5 days work and 2 days off over a period of a week.
- Willing to volunteer for OT during Off days and after working hours.
- Able to work **from home and from office(KL)** -High speed dedicated Wi-Fi Connection at home and Personal Laptop (Compulsory)

**Job Types**: Full-time, Permanent

**Salary**: RM3,000.00 - RM3,500.00 per month

**Benefits**:

- Health insurance

Schedule:

- Rotational shift

Supplemental Pay:

- Overtime pay
- Performance bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- Contact centre: 1 year (preferred)

**Language**:

- English (preferred)

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