Description
We are looking for experienced Customer Service Representatives to join our expanding GIH team based in our office in Kuala Lumpur, Malaysia. Working within a busy team, you will contribute to providing the highest possible level of service to all our customers, thereby assisting in retaining existing business.
This is a permanent position working 40 hours per week, 5 days including weekends and Public Holidays (Malaysia). Working hours would be between 5am – 2pm and 6am-3pm during dayshift hours. After dayshift hours, you will work 6am-3pm and 7am-4pm on a rotation basis (9 hours per day, including 1 hour break).
Main Duties / Responsibilities
- Receive requests by mail, telephone, live chat or in person regarding insurance claims/policies.
- Respond to inquiries from policy holders, brokers, providers and/or others for information and assistance.
- Perform research to respond to inquiries and interpret policy provisions to determine the most effective response.
- Mail or route claim forms and supporting documentation to various units for final processing.
- The position requires excellent interpersonal skills, ability to understand and interpret policy provisions.
- Independently respond to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
- You may seek assistance with complex customer services issues.
Skills/ Experience Required
- Minimum 2 years experience in a contact centre environment.
- The ability to maintain high levels of customer satisfaction by dealing with member/client enquiries in an effective and timely manner is essential for this role.
- Must possess excellent attention to detail, with a high level of accuracy.
- Strong interpersonal skills with good verbal and written communication to internal and external clients.
- Excellent IT skills.
- Strong customer focus with ability to identify and solve problems.
- Ability to work under own initiative and proactively recommend and implement process improvements.
- Ability to organise, prioritise and manage workflow to meet individual and team requirements.