Customer Service Executive

KPSB Care; Petaling Jaya; On-site; MYR 28,000 - 45,000; Full time

Job summary

KPSB Care is seeking a Customer Service Executive in Malaysia to deliver high-quality support across channels and ensure accurate case handling. You will liaise with customers, review claims, and maintain data integrity, while meeting KPIs and adapting to evolving processes.

The role requires English and Bahasa Malaysia fluency, strong Microsoft Office skills (Excel), and the ability to work a 24-hour rotating shift. Experience in medical services is a plus.

Qualifications

• At least 1 year experience in Customer Service/Call Centre/Service Desk.
• Excellent communication in English and Bahasa Malaysia.
• Proficient with Microsoft Office, especially Excel.
• Able to work in a 24-hour rotating shift.

Responsibilities

• Handle inbound and outbound calls, WhatsApp chats, and emails.
• Provide accurate updates and resolve customer issues.
• Review and process incoming claims; escalate when necessary.
• Maintain data integrity in all systems.
• Meet company KPIs on a monthly and yearly basis.
• Support management with process improvements.

Tools

Excel

Job description

KPSB Carewas established to provide Premier Healthcare Service to our Corporate Clients & their employees. With nationwide access to our healthcare providers powered by efficient digital solutions, we ensure to deliver professional and efficient services to our members.

Our team can provide a variety of services supporting your employees’ medical needs and assisting Human Resource professionals in managing their organizations’ medical benefits and medical needs.

Customer Service Executive

Job Description & Requirements of Designation:

Deliver the best ‘first impression’ and consistent exceptional service to customers across all channels.

Ensure customers are given meaningful updates for cases handled.

Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of cases.

Deliver meaningful and value-added outbound services.

Handling the inbound or outbound customer telephone calls, WhatsApp chats, emails in a polite and professional manner.

Identifying customer’s needs and providing accurate responses in accordance with agreed quality, compliance and service level standards.

To review & process incoming claims. To seek clarification from customers or clinics, if necessary, of the claims submitted.

Prompt and accurate in completing all related administrative activities via system provided, in accordance with relevant service standards and to the customers’ satisfaction.

Managing and maintaining data integrity in all systems used.

Liaise with other units and departments to resolve customers’ issues.

Keep up to date with new or enhanced products / services to maintain a high level of quality service to customers.

Recording and preparing any statistics or information required by Management.

Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.

Performs any other job-related duties and projects as assigned by superior.

Participates in ad-hoc projects and manages the development of key Customer Engagement innovations.

Audit and review the work of other team members to ensure accuracy, completeness, and compliance with internal guidelines, providing an additional layer of review for quality assurance.

Identify and report errors, inconsistencies, or potential risks in the team’s submitted work.

Conduct regular & scheduled quality checks, audits, and performance monitoring.

Meet company KPI’s on a monthly and yearly basis where applicable.

A minimum 1 year experience in Customer Service/ Call Centre/ Service Desk Centre or related field.

Experience in medical industry will be an added advantage.

Proficient in Microsoft Office, especially Excel (e.g., data analysis, pivot tables, reporting).

Have good command in English and Bahasa Malaysia. Literacy in other languages would be an advantage.

Highly self-motivated individual and is a Team Player. Strong attention to detail and analytical skills.

Ability to work independently and as part of a team.

Able to work scheduled shift hours on a 24-hour rotational basis as set by Management.

Applicants should have full working rights in Malaysia.

What can I earn as a Customer Service Executive