Call Centre Executive (Customer Service)

Alliance Medinet; Selangor; On-site; MYR 30,000 - 40,000; Full time

Job summary

A healthcare service provider in Malaysia is seeking a customer service representative to engage meaningfully with callers in a fast-paced environment. This role entails addressing patient enquiries related to healthcare services, providing support, and ensuring records are maintained accurately. Candidates must have at least 1 year of experience in a call centre, possess excellent communication skills, and be willing to work shifts, including nights and weekends. The position offers mentoring from experienced professionals.

Qualifications

• At least 1 year of experience in a call/contact centre, preferably in a healthcare or insurance environment.
• Strong customer service and active listening skills, with the ability to handle high call volumes professionally.
• Excellent communication skills and good overall computer proficiency to navigate multiple systems.
• Willingness to work rotating shifts, including weekends and public holidays.

Responsibilities

• Serve as the first point of contact for all customer and member enquiries.
• Provide accurate and timely responses to queries related to healthcare or employee benefits, eligibility, and claims.
• Assist callers in navigating our platforms, applications, and website to access available services.
• Issue emergency Letters of Guarantee (LOG) and record necessary details in the system.
• Handle complaints and complex enquiries professionally, escalating where necessary to ensure timely resolution.

Skills

Customer service skills

Active listening

Communication skills

Problem-solving

Job description

We are a team of customer-centric people believing that experience is everything. We offer the opportunity to drive impact and purpose in creating positive customer experiences in a setting that is geared to improve patient/customer experience and outcome.

Being the primary point of contact for our patients, healthcare partners and clients, you take pride to be in a crucial role to engage in meaningful interactions with our callers with a ‘smile’ in your voice and display of effective problem-solving skills.

To succeed in this role, you must be passionate about delivering excellence in customer experience with a strong desire to learn. Be part of our talent community today, seize this opportunity to work with a team of experienced mentors who will guide and support your professional growth.

How you will make an impact

• Serve as the first point of contact for all customer and member enquiries.
• Provide accurate and timely responses to queries related to healthcare or employee benefits, eligibility, and claims.
• Assist callers in navigating our platforms, applications, and website to access available services.
• Issue emergency Letters of Guarantee (LOG) and record necessary details in the system.
• Update customer records promptly and accurately in the system.
• Handle complaints and complex enquiries professionally, escalating where necessary to ensure timely resolution.
• Support the Contact Centre Team Leader and Management with any other assigned duties.

Skills and Experience

• At least 1 year of experience in a call/contact centre, preferably in a healthcare or insurance environment.
• Strong customer service and active listening skills, with the ability to handle high call volumes professionally.
• Excellent communication skills and good overall computer proficiency to navigate multiple systems.
• Able to work under pressure with accuracy and attention to detail.
• Experience handling complaints and escalations is an advantage.
• Willingness to work rotating shifts, including weekends and public holidays.
• Ability to commit to the night shift is a plus.

To know more about our organisation, visit us at https://alliancehealthcare.com.sg/