**Job Title:** Support Specialist - Work from Home
**Company:** IHH Healthcare Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
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**Job Description:**
IHH Healthcare Berhad is seeking a dedicated and passionate Support Specialist to join our dynamic team. As a part of our commitment to providing exceptional healthcare services, the Support Specialist will play a crucial role in fostering a positive and responsive environment for our clients. This position is ideal for resilient individuals with a flair for problem-solving and planning, who thrive in an energetic and rapidly evolving work setting.
### **Key Responsibilities:**
- **Client Support:**
- Serve as the first point of contact for clients via email, chat, and phone, addressing inquiries and providing relevant information about our healthcare services.
- Implement troubleshooting practices by identifying client issues, documenting findings, and escalating unresolved problems to appropriate departments.
- **Documentation & Record Management:**
- Maintain accurate records of client interactions, inquiries, and resolutions using the designated client relationship management (CRM) system.
- Create and update user manuals and FAQs to facilitate easier access to information for both clients and internal teams.
- **Problem Resolution:**
- Analyze client feedback and issue data to identify trends for improvement and proactively recommend solutions.
- Develop and implement strategies to minimize recurring issues, ensure customer satisfaction, and optimize client experiences.
- **Collaboration:**
- Work closely with various departments, including Operations, Medical Affairs, and IT, to facilitate seamless communication and service delivery.
- Participate in team meetings and contribute insights on client needs and service gaps to enhance overall performance.
- **Training & Development:**
- Engage in continuous learning about healthcare services and support tools to provide the best possible assistance to clients.
- Participate in training programs for new staff and ongoing workshops to improve skills and knowledge related to client support.
- **Reporting & Analysis:**
- Generate weekly and monthly reports summarizing client issues, resolutions, and areas requiring further attention to assist management in decision-making.
- Document case studies of unique client situations to share with the team for knowledge building and process improvement.
### **Requirements:**
- **Education:** Bachelor's degree in a relevant field is preferred but not mandatory.
- **Experience:** A minimum of 4 years of experience in customer service or support, preferably in healthcare or a related industry.
#### **Personality Traits:**
- **Passionate:** Demonstrates a genuine enthusiasm for customer service and improving client experiences.
- **Resilient:** Possesses the ability to remain positive and focused in challenging situations and adapt to changing environments.
#### **Soft Skills:**
- **Planning:** Strong organizational skills to handle multiple tasks efficiently and prioritize accordingly.
- **Problem-Solving:** Ability to think critically and analyze situations to devise effective solutions swiftly.
### **Benefits:**
- Visa sponsorship for eligible candidates
- Profit sharing opportunities
- Relocation allowance for candidates needing to move to George Town, Penang
### **Working Environment:**
- A thriving, energetic, and rapidly evolving work setting that values initiative and creativity in problem-solving while delivering outstanding client support.
### **Application Deadline:**
- Please submit your application by **October 5, 2024**.
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**Equal Opportunity Statement:**
IHH Healthcare Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences, as we believe it enriches our community and enhances our service delivery.
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If you are passionate about providing exceptional support and ready to take on a new challenge, we encourage you to apply and join our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
