Senior Customer Services Executive (Medical Assistance- 2 pax)

Customer Service (BPO/Phone)

Kuala Lumpur

90 weeks ago

RM4000 - RM6000

Full Time

Permanent

Urgent

Key Responsibilities

To provide medical assistance as following: Medical advice from International SOS doctors, Referrals for medical or dental treatment, Help to obtain medication and medical equipment, Medical monitoring, Assistance with appointments and ambulance transportation, guaranteed payment of employer approved medical expenses, Emergency medical evacuation/ repatriation, Compassionate visit and family travel assistance , Repatriation of mortal remains
Manage cases in line with the key directive of Assist First, Verify Later
Demonstrate a can do and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided
Demonstrate an understanding of all key clients Operations and Billings Procedures
Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures
Manage cases with a view to moving them forward in the best interests of the member and client
Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members and clients
To be the first point of contact for members, end users, clients, service providers and colleagues
Ensure incoming calls are answered promptly, appropriately and courteously
Ensure inbound requests are handled in timely efficient manner
To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover
Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients
Escalate cases and requests as per company protocols
Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner
Organise the full range of medical and security services for clients, utilising the internal resources of International SOS and external correspondents where necessary
Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members
Positively promote International SOS to other organisations
Carry out any other reasonable duties as requested by the manager
Participate in the development and maintenance of a safe and healthy workplace
Undertake all mandatory OH&S training as required
Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures
Co-operate with management in its fulfilment of its legislative obligations
Take reasonable care to ensure their own health and safety and the safety of others
To report any injury, hazard or illness as soon as possible to their supervisor

Skills & Experiences

Minimum 5 years of customer service experience in call centre only in healthcare, hospitality, airline, insurance industries
At least Diploma in any field
Able to work as part of a 24/7 shift pattern

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Job Conditions:

Probation Period:

6 month

Age:

22 - 38

Job Type:

Permanent

Allowances:

Shift allowance (Weekend, Public Holidays etc) – average around RM 1000 per month if fulfill the required hours

Hours:

Morning shift (7.30 am – 8.30 pm) & Night Shift (7.30 pm - 8.30 am)

Languages:

english

Days:

Shift based (16 work days in a month)

Malaysia Only:

Yes

Annual Leave:

Included

Benefits:

EPF, Socso, EIS, Training, Employee of the Month incentive, Innovation incentive, NPS incentive

Job Skills

Customer Service

Medical

International SOS

Primary Industry:

Medical and Travel Security Services

Company size:

1000+

Location:

View Company Profile

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