Job Highlight
- Work life balance
- Attractive compensation package
- Structure career pathway
Ideal Candidate
- Passionate about helping people with a naturally empathetic approach
- Great at building and maintaining relationships with multiple stakeholders
- Attention to detail with a commitment to adherence to policies and procedures including data protection
- Experience working in a customer centric process driven business
- Solution oriented, ability to work well under pressure with a collaborative approach in a demanding environment
- Flexibility to work as part of a rotating roster without restrictions
- Extensive experience in a customer service role with a high level of professionalism
Working Hours
- 13 hour shifts
- Between 7.30am to 8.30pm (Day Shift) or 7.30pm to 8.30am (Night shift)
- 16 working shift per month
- Shift are ideally 2 days on, 2 days off or 3 days on, 3 days off
- 100% work from office, no hybrid or WFH option
Key Responsibilities
- 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 in line with the key directive of Assist First, Verify Later 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 Assistance 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 courteous
- 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
- 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
- Positively promote International SOS to other organisations
- Carry out any other reasonable duties as requested by the manager
- Work as part of a 24/7 shift pattern
Required Skills and Knowledge
- Strong business acumen and analytical skills to provide detailed and valuable business analysis to management.
- Hands-on with day-to-day operations, able to work under pressure, deliver results and observe deadlines.
- Demonstrated relationship building skills across large/diverse people business.
- Demonstrated ability and willingness to operate at both a strategic and tactical level in a highly complex environment.
- Exposure to financial analysis and management reporting within a complex, detail-focused environment.
- Exposure to different styles and personalities of business unit leaders.
- Operated in a customer orientated environment, with experience in professional services industry desirable
- Strong influencing skills and ability to deliver results in a matrix reporting environment
- Good interpersonal skills and driver of change
- Excellent technical computer skills with highly advanced Excel and Access knowledge – knowledge of Cognos an advantage.
Additional Critical Qualities
- Ability to work to tight deadlines and under pressure
- Meticulous attention to detail
- Ability to work as part of a team
- Ability to learn and adapt to new procedures and operating protocols
- Ability to communicate clearly and sensitively with colleagues from different cultures and ethnic backgrounds
- Ability to maintain professional standards at all times
- Typing speed of 40 wpm
- Proficient in Web Browsing and Microsoft Office (Outlook and Word)
Job Type: Full-time
Pay: RM3,500.00 - RM5,000.00 per month
Benefits:
- Dental insurance
- Flexible schedule
- Vision insurance
Experience:
- Customer service: 4 years (Preferred)