Contact Centre Agents (Customer Service)

Alliance Medinet; Johor Bahru; On-site; MYR 30,000 - 50,000; Full time

Job summary

A healthcare service provider in Johor Bahru is seeking a motivated Customer Service Representative. This role involves engaging with customers, providing timely responses, and ensuring a positive experience. Ideal candidates will have a minimum of one year in a call centre, excellent communication skills, and be able to work staggered shifts. Join a team dedicated to enhancing patient experience and outcomes in a supportive environment that fosters professional growth.

Qualifications

• Minimum 1 year of experience in a call or contact centre environment.
• Experience in healthcare or insurance is an advantage.
• Required to work staggered shifts, including weekends and public holidays.

Responsibilities

• Serve as the first point of contact for all customer enquiries.
• Provide accurate responses to queries related to healthcare.
• Handle complaints and complex enquiries professionally.

Skills

Excellent communication skills

Good overall computer proficiency

Strong interpersonal skills

Ability to work under pressure

Teamwork

High standards of integrity

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

• Minimum 1 year of experience in a call or contact centre environment; experience in healthcare or insurance is an advantage.
• Excellent communication skills and good overall computer proficiency to navigate multiple systems.
• Strong interpersonal and communication skills, with good listening ability.
• Able to remain composed and accurate when working under pressure.
• Demonstrates a passion for customer service and works well as part of a team.
• Meticulous, committed, and responsible in task execution.
• Demonstrates high standards of integrity and honesty in handling sensitive information.
• Required to work staggered shifts (day and night shifts).
• Required to work on weekends and public holidays.

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