Contact Centre Agents (Customer Service)

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 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 member that calls to obtain LOG after normal office hours / Escalate these case 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 shift (Day and night shift)

· Able to work during weekends and Public Holidays

Interested candidates, please email us your full resume, stating current and expected