Care Advisor | Kuala Lumpur, MY

Our Care Advisors support customers in many different languages and are the first point of contact for our clients worldwide (including brokers and medical providers). The Care Advisors must anticipate and meet the needs of our clients as well as coordinate interdepartmental work, consistently delivering a high quality service and committing to continuous improvement.

KEY RESPONSIBILITIES

1. Responding to queries regarding cover, claims, hospitalization, complaints.
2. Commit to the department's service standards, including a 24 hours turnaround for all written communication including email responses and a target call abandon rate of 2%.
3. Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases.
4. Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients.
5. Assist our in-house medical team in coordinating client’s hospital admissions, evacuations, repatriations and other cases as required.
6. Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention.

KEY REQUIREMENTS

1. Experience in a customer-focused role, in an administrative capacity.
2. Previous experience in a call center environment would be beneficial.
3. Experience working in a pressurized environment with tight deadlines.
4. Strong knowledge of Microsoft Office (Excel, Word).
5. Applicants must be flexible to work within our rotating shift patterns.
6. Fluency in English and Mandarin Chinese or Bahasa Indonesia, both would be an advantage. *Must be fully flexible to work rotating shift patterns including shift work, nights, and weekends.

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs and ambitions, and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of course and target development programs. Caring for your health and wellbeing is a key priority for us. This is why we build work well programs to provide you with peace of mind and give the flexibility in planning and arranging for better work-life balance.