Customer Service Officer (Call Centre)

Integrated Health Plans; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A healthcare service provider in Malaysia is seeking a Customer Service Representative to handle calls and emails, provide advice on coverage, and ensure client satisfaction. The ideal candidate will have excellent communication skills, experience in customer service, and the ability to manage calls in a dynamic environment. Fluency in English is a must, and Mandarin skills are a plus. This role requires flexibility to work in shifts, weekends, and public holidays.

Qualifications

• Good command of English (written and spoken).
• Customer service experience required, preferably in a call centre.
• Medical and/or health insurance knowledge is an advantage.

Responsibilities

• Handle incoming/outgoing calls and emails.
• Act as the subject matter expert for customer enquiries.
• Provide excellent service to all customers.
• Book medical appointments for clients.

Skills

Good communication

Interpersonal skills

Customer engagement skills

Team player

Versatile and adaptive

Job description

Handle incoming/outgoing calls and emails within the targeted service levels

Act as the subject matter expert and provide coverage advice to customers on their enquiries

Work with inter-departments to resolve customers’ enquiries

Provide excellent service to all our customers at all times and achieve targeted customer satisfaction score

Issue Letter of Guarantees for patients

Book medical appointments on behalf of clients

Perform any other administrative function whenever required

Requirements

Good communication, interpersonal and customer engagement skills

Good command of English (written and spoken) is a must

Mandarin speaking is an advantage to communicate with Chinese speaking clients

Customer service experience is required, preferably in a call centre environment

Team player who can work together with a big team

Versatile and adaptive

Medical and/or health insurance knowledge is an advantage

Must be able to work in shifts, weekends and public holidays