Customer Service Representative (Immediate Hiring)

Job Description

Title: Customer Service Representative (Immediate Hiring)

Company Name: EPS Malaysia

Vacancy: 2

Job Location: Kuala Lumpur

Career Level: Junior Executive

Years Of Experience: 2 years

Qualification: Higher Secondary/STPM/'A' Level/Pre-U, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree

Employment Status: Full-Time

Responsibilities:
  • The job holder is responsible of effectively handling inquiries from customers, clients or providers received via phone and e-mail located domestically and internationally in "real time" contact center environment. He/She interacts appropriately and efficiently with health care professionals using excellent interpersonal and listening skills, critical thinking, and problem-solving skills.
  • Receives requests by mail, telephone or in person regarding insurance claims/policies while operating on multiple computer applications.
  • Responds to inquiries from policy holders, providers and/or others for information and assistance.
  • Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
  • Mails or routes claims forms and supporting documentation to various units for final processing.
  • Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
  • May seek assistance with complex customer services issues.
  • Understand and interprets policy provisions.
  • Performs research to respond to inquiries and interprets policy provisions to determine most effective response using established departmental procedures, HIPAA regulations, and corporate policies.
  • Uses computer-based resources in a highly effective manner to educate and provide accurate responses to inquiries is crucial for success.
  • Issue Emergency GOP (Guarantee of Payment) and COC (Certificate of Coverage) as required when it is necessary.
  • Collaborate with other stakeholders / teams to resolve queries including complex queries.
  • Actively support all team members to enable operational goals to be achieved.
  • Meet or exceed Service Level Agreement requirements, team KPI(s), monthly quality audit scores and NPS (Net Promoter Score).
Skills and Requirement:
  • Active language knowledge of at least of fluency in written and spoken English and Mandarin as added advantage as the role required to deal with APAC counterpart
  • High School Diploma or equivalent required or Associates or bachelor’s degree preferred.
  • Fresh graduate / 1+ years of customer service experience analyzing and solving customer problems required, call center experience a plus.
  • Intermediate proficiency in Microsoft Office Suite.
  • High level capacity to multitask independently and on a computer.
  • Excellent written and oral communication skills.
  • Ability to perform in a high volume, fast paced call center environment.
  • Proven ability to work independently as well as a productive member of a team.
  • Exceptional organizational and time-management focus.
  • Possess excellent attention to detail, with a high level of accuracy.
  • Strong interpersonal skill with good verbal and written communication, enjoy working and collaborating with team members.
  • Strong customer focus with the ability to identify and solve problems.
  • Should be flexible to work in shifts and on staggered weekends
  • The job holder develops effective relationships and communications with clients to ensure a working relationship.

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