Customer Service Officer (Call Centre) (Night Shift- After Office Hours)

Integrated Health Plans Sdn Bhd; Bayan Lepas; On-site; MYR 31,000 - 42,000; Full time

Job summary

Integrated Health Plans Sdn Bhd in Penang is hiring a Customer Service Officer (Call Centre) for night shifts to handle calls and emails and ensure service levels and patient satisfaction.

You will act as SME, assist with enquiries, and coordinate with departments to resolve issues, while issuing Letters of Guarantee and booking medical appointments. Strong English is essential; Mandarin is a plus.

Qualifications

• 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 night shifts, weekends and public holidays.

Responsibilities

• 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.

Skills

Communication skills

Interpersonal skills

English proficiency

Call centre experience

Team player

Night shift availability

Healthcare knowledge

Mandarin advantage

Job description

Customer Service Officer (Call Centre) (Night Shift- After Office Hours)

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 night shifts, weekends and public holidays

Established in 1994, Integrated Health Plans Pte Ltd (IHP) provides managed healthcare services to corporate clients ranging from SMEs to MNCs. As a neutral third party administrator, we’re committed to providing organisations with quality medical care at highly-competitive rates regardless of business size. We do this by contracting with medical providers who are sensitive to the issue of increasing healthcare costs, negotiating significant rate concessions with these providers, undertaking utilisation reviews and analyses to manage consumption, and establishing quality assurance processes to ensure the highest standard of medical care.

Established in 1994, Integrated Health Plans Pte Ltd (IHP) provides managed healthcare services to corporate clients ranging from SMEs to MNCs. As a neutral third party administrator, we’re committed to providing organisations with quality medical care at highly-competitive rates regardless of business size. We do this by contracting with medical providers who are sensitive to the issue of increasing healthcare costs, negotiating significant rate concessions with these providers, undertaking utilisation reviews and analyses to manage consumption, and establishing quality assurance processes to ensure the highest standard of medical care.

What can I earn as a Customer Service Call Centre Representative