Customer Service Support Specialist

Concentrix; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking a Japanese-speaking Customer Service Support for Medical Account handling. You will engage with customers by phone, provide accurate issue information, and record details in the CRM. You will ensure timely follow-ups and escalate when required to meet SLA targets.

Working shifts include early to late morning blocks, supporting our healthcare clients with professionalism and a high standard of service, within a dynamic team and CRM-driven workflow.

Responsibilities

• Provide premium customer service-based phone support to Health Care based clientele.
• Activate and engage with client/customer whilst providing accurate information of customer’s issue at hand.
• Accurately record and update customers’ cases into the CRM and trackers following appropriate processes.
• Provide accurate and understandable information to all customers and support partners.
• Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases.
• Maintain high level of customer satisfaction whilst maintain a professional manner.

Job description

Medical Account - Customer Service Support (Japanese Speaker)

Position Summary:

To provide premium customer support to Health Care based clientele. This support is provided through a phone call, which includes direct contact with its customers and their support partners.

Primary Job Functions:

• Provide primarily customer service-based phone support to the customers.
• Activate and engage with client/customer whilst providing accurate information of customer’s issue at hand.
• Accurately record and update customers’ cases into the CRM and trackers following appropriate processes.
• Provide accurate and understandable information to all customers and support partners.
• Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases.
• Ensure all follow ups are done in a timely manner.
• Ensure all SLA’s are met appropriately.
• Maintain high level of customer satisfaction whilst maintain a professional manner.
• Be familiar with all policy, processes, and product knowledge and escalation paths.
• Remain polite, patient and courteous with customer throughout the experience.
• Ensure the end-to-end experience for all customers is at a high level of customer satisfaction.

Job Summary Details:

Project: Medical Account

Position: Customer Service Support

Language: Japanese Speaker

Working Shifts: 7AM-4PM, 8AM-5PM, 9AM-6PM and 10AM-7PM