We are currently seeking experienced Contact Centre Agents for our established call centre located in Johor Bahru.
In this position, you will be part of a team responsible for incoming customers/patients queries and delivering superior customer experience through providing assistance/guidance in a timely manner.
Your responsibilities shall include and not limited to the following:
The Role:First point of contact and support to customers.
Handle Medinet and appointment hotlines.
Provide quality customer service to customers over the phone or email.
Resolve customer's enquiries efficiently and escalate problems/issues promptly.
Ensure referrals and specialist appointments are made promptly with specialist clinics and follow up with customers.
Verifies the referral and authorization requirements of the patients' insurance plans and completes referrals and prior authorizations in a timely manner according to department guidelines and workflows.
Update CRM logs promptly, accurately and efficiently.
Record necessary details for members that call to obtain LOG after normal office hours / Escalate these cases to morning Agent to perform follow up.
Issuance of Emergency LOG when required.
Preparation of reports where required.
Work as a team and ensure contact centre's service indicators are met.
Any other tasks as assigned by Contact Centre Team Leader and Head of Department.
Your Profile:
At least 1 Year(s) of working experience in a call centre environment is required for this position.
Candidates with prior experience with healthcare insurance provider will be an added advantage.
Proficient in Microsoft Office Applications.
Possess good interpersonal and communication skills.
Ability to work under pressure.
Passion for customer service and a good team player.
Meticulous, committed and responsible.
Able to work staggered shifts (Day and night shift).
Able to work during weekends and Public Holidays.
Interested candidates, please email us your full resume, stating current and expected salary.
Your application will include the following questions:
What's your expected monthly basic salary?
Which of the following statements best describes your right to work in Malaysia?
Which of the following types of qualifications do you have?
How many years' experience do you have as a customer services representative?
Have you worked in a call centre before?
Do you have customer service experience?
How many years' experience do you have as a Call Centre Operator?
Which of the following languages are you fluent in?#J-18808-Ljbffr