Customer Care Representative

2 weeks ago

Petaling Jaya, Selangor, Malaysia verinon Full time 36,000 - 72,000 per year

Position: Customer Care Representative (Nurse)

Job Type: Full-time

Shift Type: Rotational basis (10 hours per shift)

Standard Job Responsibilities

  • Manage customer requests via phone, email, and various digital platforms, including general inquiries, policy benefits, claims, travel inconveniences, and other related queries.
  • Plan, coordinate, and deliver services in accordance with standard operating procedures.
  • Ensure timely continuation and completion of service delivery within agreed turnaround times.
  • Document all call information and coordination details in the case management system.
  • Liaise effectively with call center colleagues, other departments, and business partners to resolve inquiries and requests.
  • Participate in training programs to continuously enhance skills and knowledge for quality service delivery.
  • Perform other duties assigned by supervisors to meet operational and other requirements.

Additional Responsibilities for Nurses

  • Oversee all medical cases, including reviewing medical reports, bills, and patient conditions.
  • Communicate with patients' treating doctors or hospitals to obtain medical information when required.
  • Prepare patient medical update reports or summaries for clients.
  • Act as the main contact point for the Operations Team regarding medical-related inquiries, including being on call during non-working days and hours if necessary.
  • Assist in recruiting, auditing, and onboarding medical providers such as hospitals, clinics, and air ambulances.

Job Requirements

  • Diploma in Nursing with at least 2 years of experience in the travel and medical assistance or insurance industry is mandatory.
  • Confidence in making fast and clinically sound decisions regarding patient care as cases develop.
  • Passionate about excellence in treating and caring for customers.
  • High sense of integrity and commitment to customer satisfaction.
  • Clear and professional communication skills, both verbal and written.
  • Strong listening skills and ability to communicate effectively.
  • Willingness to work flexible hours and shifts.
  • Proficient in both spoken and written English and Bahasa Malaysia. Proficiency in Mandarin or other languages is a plus.

Job Type: Full-time

Pay: RM4, RM8,000.00 per month

Benefits:

  • Health insurance

Experience:

  • medical assistance: 3 years (Preferred)
  • Customer Care Representative: 3 years (Preferred)
  • Nurse: 3 years (Preferred)

Work Location: In person

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