Customer Care Specialist

Ingenious Job; Remote; MYR 100,000 - 150,000; Full time

Job summary

A customer service specialist company in Malaysia is seeking a dedicated customer service representative to assist with inquiries related to insurance. The ideal candidate should have 1–3 years of experience in a related field and possess strong communication skills. Responsibilities include addressing customer inquiries, resolving issues, and providing exceptional service. The company offers a supportive remote work environment with necessary equipment provided.

Qualifications

• 1–3 years of job related experience in Travel and/or Health insurance.
• Strong command of English, both written and spoken.
• Ability to work independently and accurately.

Responsibilities

• Collaborate with team to assure prompt customer service.
• Assist customers with insurance inquiries.
• Resolve customer and provider complaints timely.

Skills

Active Listening

Service-Oriented

Problem‑Solving / Critical Thinking

Persuasion / Negotiation

Reading / Comprehension

Coordination

Social Perceptiveness

Time Management

Education

Diploma or higher

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Skills & Qualifications

• Active Listening: Ability to listen attentively, understand customer concerns, and respond appropriately. skills to convey information clearly and professionally.
• Service-Oriented: Demonstrates a passion for helping others and actively seeks solutions to customer problems.
• Problem‑Solving / Critical Thinking: Ability to analyze issues, make decisions, and determine appropriate solutions.
• Persuasion / Negotiation: Skilled in persuading others to understand and resolve issues and finding compromises where necessary.
• Reading / Comprehension: Ability to understand written documents, such as insurance policies and customer queries.
• Coordination: Ability to adjust actions and responses based on feedback from customers or other team members.
• Social Perceptiveness: Awareness of customer emotions and reactions to appropriately address their needs.
• Time Management: Ability to manage multiple tasks efficiently while maintaining attention to detail.

Qualifications

• Required Level of Education, Licenses, and/or Certificates: Diploma or higher is required
• Required Level of Experience: 1–3 years of job‑related experience in Travel and/or Health insurance (front‑line or customer‑facing experience, heavy phone work, and call center a plus)
• Required Knowledge, Skills, and Abilities:
  • Strong command of English, both written and spoken.
  • Basic knowledge of Microsoft Office products including but not limited to Word, Excel, and Outlook.
  • Ability to work independently at a quick pace and with a high degree of accuracy.
  • Ability to work an 8‑hour shift including holidays. Weekend availability may be required.
  • Ability to work occasional overtime as needed.
  • Excellent phone etiquette includes good verbal communication and the ability to interact with customers with an upbeat tone and demeanor.
  • Superior customer service skills including the natural ability to provide empathy.
  • Strong data entry/typing skills.
  • Strong navigation skills and the ability to multi‑task.
  • Excellent attention to detail.
  • Critical thinking skills to quickly analyze and clearly understand a specific request or customer need and then leverage knowledge and resources to provide the appropriate solutions.

Home Office Requirements

• Private, secure, distraction free workspace
• Computer equipment will be provided by the company.
• Internet Connectivity Requirement for 100% remote positions: high speed broadband cable internet service with minimum upload/download speeds of 3Mbps/30Mbps.

Responsibilities

• Collaborating with a team to ensure that customer calls, emails and live chats are answered in a prompt, courteous and professional manner.
• Customer and Healthcare Provider Inquiries: Assisting customers by answering pre‑ and post‑purchase questions related to insurance, policy coverage including policy quotes.
• Issue Resolution: Resolve customer and provider complaints in a timely and fair manner, ensuring customer satisfaction while following company policies.
• Escalation Handling: Elevate unresolved customer and provider concerns to supervisors or managers as needed for further resolution.
• Customer Interaction: Provide exceptional customer service during every phone call, ensuring a positive customer experience.
• Providing information to customers regarding our claims process.
• Make sure that our customers receive all of the help that they need after interacting with you.

Additional Responsibilities

• Recommend system enhancements and process improvements to our leadership group.
• Keep the team updated on any trending customer topics.
• Participate in team projects on an ad‑hoc basis.