Customer Service

**Client background**:
Our client provides Extended Warranty and Manufacturers Warranty services to leading Australian retail outlets and manufacturers outsourcing back office functions, with call centres in Sydney, Auckland, Singapore, Malaysia, Dublin, and Slovenia.

**Basic salary**:RM 4000 + RM 200 (allowance)

**Industry**: TPA/ Insurance

**Location**: Damansara Heights (near to MRT Semantan)

**Working hours**: Monday to Saturday (8.00am - 8.00pm), will be following New Zealand working hours

**Benefits**:

- 14 days annual leave
- 14 days medical leave
- Medical + dental reimbursement
- Contractual bonus
- Quarterly Incentive Payment
- Insurance (GTL & GPA)

**Job responsibilities**:

- Engage with customers to provide timely and accurate updates and resolutions regarding for the claims; follow up additional information where required without delay; provide outcomes on adjudication process.
- Ensure first contact resolution and effective follow-up with service partners and internal departments to ensure case closure in accordance with our service standards.
- Handle communication with internal and external Stakeholders in lines with agreed procedure is needed to provide settlement of the claims.
- Deliver outcomes and decisions which are cost effective, timely & meet customer needs in line with program requirements.
- Identify and take responsibility to escalate issues when outcome is dependent or outside of authority limits set.
- Review, assess and approve claims accurately within the agreed targeted service turnaround time and respective client/insurer claims adjudication guidelines & practices.
- Keying in required claim information into the system as required by procedures.
- Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
- Take responsibility including driving appropriate action for resolving disputes proactively & factually.
- Attend all training when requested and / or required.
- Participate constructively in all performance related discussions, including results from Quality Assurance, coaching and feedback from team members and leaders.
- Display professionalism in receiving feedback from others and actively engage in discussions designed to improve personal performance, effectiveness and / or efficiency.
- Proactively identify opportunities to grow skills and competencies in the context of current responsibilities and participate in any development plans set out to develop those skills.
- Perform any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization.

**Job requirements**:

- Good command in English and Malay include reading, writing and speaking.
- Have International exposure in communicating with native English speaker e.g., US, ANZ and/or UK is highly preferred.
- Prior knowledge in Accidental Damage and Extended Warranty claims will be an added advantage.
- Due to business needs, this role will be required to work during New Zealand hours. Contact Centre Operating Days/Hours: Monday - Saturday 8am — 8pm (ANZ Time).

**Salary**: Up to RM4,000.00 per month

Application Question(s):

- How long is your notice period? (Must answer)
- How much is your expected salary? (Must answer)

**Experience**:

- Customer service: 1 year (preferred)
- Claims assessing: 1 year (preferred)

Ability to Commute:

- Kuala Lumpur (preferred)