Executive-Customer Service

IA International Assistance Sdn Bhd; Petaling Jaya; On-site; MYR 43,000 - 72,000; Full time

Job summary

IA International Assistance is seeking a Customer Service Executive in Malaysia to deliver high-quality support across calls, chats, emails, and social media. You will handle inquiries, provide accurate information, and escalate when needed while maintaining data integrity.

Fresh graduates are encouraged to apply; prior call centre experience is an advantage. Proficiency in English and Bahasa Malaysia is required, with literacy in additional languages a plus.

Qualifications

• Call centre/Service desk experience is an advantage.
• Fresh graduates are encouraged to apply.
• Good command of English and Bahasa Malaysia; literacy in other languages a plus.

Responsibilities

• Deliver the best impression and exceptional service to customers across channels.
• Provide meaningful updates for cases handled; escalate and hand over when needed.
• Handle inbound/outbound calls, live chats, emails, or social media professionally.
• Identify customer needs and provide accurate responses per quality standards.
• Complete related administrative tasks accurately and on time.
• Maintain data integrity in all systems used.
• Liaise with other units to resolve issues.
• Stay updated on products/services to maintain high service levels.
• Record and prepare statistics for Management.

Skills

Call centre experience

English proficiency

Bahasa Malaysia proficiency

Job description

1. Deliver the best 'first impression' and consistently exceptional service to customers across all channels.

2. Ensure customers are given meaningful updates for cases handled by Claims Analysts.

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

4. Deliver meaningful and value-added outbound services.

5. Handling inbound or outbound customer telephone calls, live chats, emails, or social media in a polite and professional manner.

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

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

8. Managing and maintaining data integrity in all systems used.

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

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

11. Recording and preparing any statistics or information required by Management.

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

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

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

15. Meet company KPIs on a monthly and yearly basis where applicable.

Candidate/s with Call Centre/Contact/Service Desk centre experience will be an advantage.

Working experience in Healthcare, Insurance, TPA, or related fields will be an advantage.

Must be computer literate and have a good command of English and Bahasa Malaysia. Literacy in other languages would be an advantage.

Confident & comfortable with conversing with people over the phone.

Accountable for daily operations by meeting or exceeding the standards set by the management.

High motivation and must be a strong team player & able to manage stress.

Working hours are from 10:00 AM to 7:00 PM which includes a 1-hour break. This position requires shift rotation including weekends and public holidays. ( 2 days off )

Applicants should be Malaysian citizens or hold relevant residence status.

Candidate/s with Call Centre/Contact/Service Desk experience will be an advantage.

Fresh graduates are encouraged to apply.

About IA International Assistance

IA International Assistance is aimed to become a major player in Contact Centre and Healthcare Third Party Administration (TPA) services that will combine back end processing through online Technology with comprehensive services for the industry.

We are an intermediary who connects insurance companies, corporates, policyholders and health care providers. The best way to describe us is, that we make our partners' work easier by providing them with end to end solutions.

The Mission

To provide the highest standard of service that adds value to our customers with an ultimate goal of becoming the preferred healthcare Contact Centre and TPA infrastructure provider in Malaysia with highest quality of services. Most of our professional team members have medical or pharmaceutical background and all of them are trained to give only the best services to our partners. We have always regarded the quality of its team members as most important asset, and its Human Resources Department (HRD) prepares the company's human resources to be employees who excel in attitude, knowledge, and skills relevant to the industry.

The Vision

To fulfill the customers goals of having the best services in thehealthcare and business process outsourcing for a better quality of life.

About IA International Assistance

IA International Assistance is aimed to become a major player in Contact Centre and Healthcare Third Party Administration (TPA) services that will combine back end processing through online Technology with comprehensive services for the industry.

We are an intermediary who connects insurance companies, corporates, policyholders and health care providers. The best way to describe us is, that we make our partners' work easier by providing them with end to end solutions.

The Mission

To provide the highest standard of service that adds value to our customers with an ultimate goal of becoming the preferred healthcare Contact Centre and TPA infrastructure provider in Malaysia with highest quality of services. Most of our professional team members have medical or pharmaceutical background and all of them are trained to give only the best services to our partners. We have always regarded the quality of its team members as most important asset, and its Human Resources Department (HRD) prepares the company's human resources to be employees who excel in attitude, knowledge, and skills relevant to the industry.

The Vision

To fulfill the customers goals of having the best services in thehealthcare and business process outsourcing for a better quality of life.

What can I earn as a Customer Service Executive