Customer Support Executive

Mednefits; Kuala Lumpur; On-site; MYR 42,000 - 72,000; Full time

Benefits offered by this job

Shift allowance

Job summary

Jora Malaysia is seeking a dedicated customer support specialist to handle inquiries from customers and providers across multiple channels, delivering timely and accurate solutions. You will resolve issues at first contact whenever possible and maintain detailed records of interactions using HappyFox and Aircall.

In addition, you will support medical claims processing during peak periods, coordinate with internal teams, providers, and members, and help drive process improvements to enhance

Qualifications

• Excellent written and verbal communication skills in English and Bahasa Melayu (Mandarin/Chinese a plus).
• Passionate about delivering exceptional customer service and positive customer experiences.
• Strong problem-solving skills with composure under pressure.
• Patient, empathetic, and able to educate customers while resolving enquiries.
• Meticulous, organised, and able to manage multiple tasks in a fast-paced environment.
• Willing to support cross-functional operational responsibilities, including claims processing.

Responsibilities

• Handle customer and provider enquiries, complaints, and service requests via various communication channels, providing appropriate solutions and timely follow-up to ensure resolution.
• Deliver high-quality customer support by resolving enquiries at the first point of contact whenever possible.
• Demonstrate empathy and professionalism while understanding customer needs and providing accurate information and suitable solutions.
• Maintain accurate records of customer interactions, comments, and issues using customer support tools (e.g. HappyFox, Aircall).
• Take ownership of customer support KPIs (e.g. SLA, response and resolution time) and contribute to team performance reporting.
• Identify system bugs and product issues accurately, escalating and collaborating with the Product and Tech teams for resolution.
• Analyse recurring customer and provider feedback, and recommend improvements to internal processes and product features.
• Assist with medical claims processing and claims-related operational tasks during peak periods or as assigned.
• Review claims for completeness and accuracy before processing, ensuring compliance with internal guidelines and SOPs.
• Liaise with internal teams, providers, and members to obtain clarification or supporting documents required for claims processing.
• Maintain accurate claims records and ensure timely updates in internal systems.
• Support cross-functional operational initiatives and perform other administrative or operational duties as required.
• Foster strong working relationships with Customer Success, Provider, Product, Tech, and other Operations teams to ensure smooth collaboration and service delivery.
• Contribute to process improvement initiatives that enhance operational efficiency and customer experience.

Skills

Customer service

Multichannel support

Empathy

Documentation accuracy

KPIs awareness

Tools

HappyFox

Aircall

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Handle customer and provider enquiries, complaints, and service requests via various communication channels, providing appropriate solutions and timely follow-up to ensure resolution.

Deliver high-quality customer support by resolving enquiries at the first point of contact whenever possible.

Demonstrate empathy and professionalism while understanding customer needs and providing accurate information and suitable solutions.

Maintain accurate records of customer interactions, comments, and issues using customer support tools (e.g. HappyFox, Aircall).

Take ownership of customer support KPIs (e.g. SLA, response and resolution time) and contribute to team performance reporting.

Identify system bugs and product issues accurately, escalating and collaborating with the Product and Tech teams for resolution.

Analyse recurring customer and provider feedback, and recommend improvements to internal processes and product features.

Claims & Operational Support

Assist with medical claims processing and claims-related operational tasks during peak periods or as assigned.

Review claims for completeness and accuracy before processing, ensuring compliance with internal guidelines and SOPs.

Liaise with internal teams, providers, and members to obtain clarification or supporting documents required for claims processing.

Maintain accurate claims records and ensure timely updates in internal systems.

Support cross-functional operational initiatives and perform other administrative or operational duties as required.

Foster strong working relationships with Customer Success, Provider, Product, Tech, and other Operations teams to ensure smooth collaboration and service delivery.

Contribute to process improvement initiatives that enhance operational efficiency and customer experience.

Requirements

Excellent written and verbal communication skills in English and Bahasa Melayu. Mandarin/Chinese proficiency is an added advantage.

Passionate about delivering exceptional customer service and creating positive customer experiences.

Strong problem-solving skills with the ability to remain calm and professional under pressure.

Patient, empathetic, and committed to educating customers while resolving their enquiries.

Meticulous, organised, and able to manage multiple tasks with strong attention to detail.

Comfortable working in a fast-paced, collaborative environment and adapting to changing business needs.

Willing to support cross-functional operational responsibilities, including claims processing, when required.

Able to attend after-work-hours calls (shift allowance applicable upon successful completion of the probationary period)