Customer Service Senior Representative
- Kuala Lumpur
- Permanent
- Full-time
- Receives requests by email and telephone regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
- Provide the highest level of customer service, striving for first-contact resolution, responding within agreed timelines on medical claims in line with customer benefits.
- Ensure that all operating procedures and regulations are followed in accordance with policy terms and conditions.
- Provide quality advice and information to customers and colleagues regarding their health benefits.
- Monitor turnaround times to ensure enquiries are settled within required timescales.
- Build relationships with internal departments and external service partners to ensure resources are fully utilized for the benefit of the customer.
- Actively support team members and contribute to the achievement of operational goals.
- Carry out any ad hoc tasks as required to meet business needs.
- Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
- Fluent in written and spoken English
- Confident decision-making and sound judgment
- Strong customer focus, with the ability to identify and resolve problems independently
- Proactive and process-oriented
- Ability to maintain high levels of customer satisfaction through effective and timely resolution of member enquiries
- Excellent attention to detail and accuracy
- Strong interpersonal skills, with clear verbal and written communication to both internal and external clients
- Ability to support Team Manager and senior team members with escalations