Call Centre Executive

PMCare; Subang Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A healthcare service provider in Subang Jaya is seeking a Customer Support Representative to manage incoming calls and inquiries related to healthcare benefits. Responsibilities include answering member queries, handling complaints, and issuing letters of guarantee for care. Candidates should hold a degree, possess strong communication skills, and be adaptable to shift work. Fresh graduates are welcomed, making this a fantastic opportunity to start your career in healthcare support.

Qualifications

• Candidate must possess at least a Degree in any field.
• Fresh grads are encouraged to apply.
• Strong inter-personal skills, ability to relate well to customers.

Responsibilities

• Operate the telephone stations to receive, filter and transmit all incoming calls.
• Answer incoming enquiries from members and clients regarding healthcare programs.
• Channel complaints to internal units and ensure members are informed about outcomes.

Skills

Strong verbal communication skills

Active listening

Problem solving skills

Customer focus

Adaptability to different personality types

Ability to multi-task

Education

Degree in any field

Tools

PC software

Email

Internet skills

Job description

Responsibilities

• To operate the telephone stations to receive, filter and transmit all incoming calls.
• To answer incoming enquiries from members and clients with regards to the program and accessibility to healthcare providers or benefits under their respective plans.
• To entertain members’ complaints and channel them to the respective internal units for appropriate response and ensure that the members will be promptly informed of the results or decision.
• To attend to request for letters of guarantee for secondary and tertiary care (for specialists and hospitals) and perform the validation necessary coverage checks strictly based on entitlement and limits.
• To issue and ensure delivery of the letters of guarantee to the patient or providers of their choice strictly based on entitlement and limits.
• To interact and communicate with members on procedures of personal claims and their processing.
• To be responsible for each incoming enquiry and complaint and to channel them to the appropriate internal units for response.
• To assist with other duties as directed by the Supervisors or Head of Department from time to time.

Key Requirements

• Candidate must possess at least a Degree in any field.
• Required language(s): English, Bahasa Melayu.
• Fresh grads are encouraged to apply.
• Previous experience in a customer support role is an added advantage.
• Strong verbal communication skills along with active listening.
• Able to commit rotational shift work (Morning & Night shift rotation).
• Proficiency in the use of commonly used phone system, PC software, Email, and Internet.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Strong inter-personal skills, ability to relate well to customers, fellow employees and company management.
• Problem solving skills which require exercising independent judgment.
• Understanding of privacy issues and regulations and ability to maintain strict client confidentiality.
• Capacity to work under pressure and meet deadlines.