Customer Service (Health Insurance) Mandarin / Cantonese + Eng B1

Customer Service (Health Insurance) Mandarin / Cantonese + Eng B1

Remuneration: RM4000 - 4500 (basic) + KPI incentive + OT allowance
Work Location: KL Sentral
Working Hour: PERMANENT NIGHT SHIFT, Work Hour 8pm to 8am, Monday to Sunday
Note: 5 days per week
Note: Min 6 months experience in the voice customer service support role prior.

Mandarin or Cantonese Voice Support
Working Roster: 5 days per week, each shift is 9-hour durations including 1-hour lunch break and 15 mins short break twice.

Responsibilities:

• Take calls and provide accurate answers to customer queries.
• Deliver excellent customer support & services and offer patient assistance at all times.
• Respond to customer inquiries over knowledge acquired through training (client product, continuous improvement, and refresher courses).
• Deliver customer support & services effectively through active communications.
• Meet and exceed all key performance indicators set by the company and the client.
• Adhere to given work roster including but not limited to weekends, public holidays, split off and rest days due to business requirements.
• Adhere to Call flow procedures & Processes as well as requirements of Quality Assurance.
• Abide by de-escalation processes involving dissatisfied customers.

Requirements:

• Minimum 1 year relevant working experience in voice channel support in customer services.
• Minimum Diploma Holder or higher is preferred.
• Strong communication skills in oral & written, deliver active listening and able to articulate step by step problem solving.
• Proficient in Mandarin or Cantonese and English is a must.
• Malaysian Native speaker with additional languages is an added advantage.
• Always perform duties in a professional manner.
• Demonstrate willingness and effort to offer help needed to customers and peers with respect.
• Be attentive during training & call handling.
• Equipped with negotiation skills and able to handle difficult customers over the phone calls.
• Proficient in general computer knowledge & skills.
• Quickly adapt to corporate environment and culture; reading emails, acknowledging updates & being responsive.
• Always acknowledge and deliver responses to Team leader or supervisor.
• Flexible and able to quickly adapt to new processes and information changes.
• Discipline, mature, positive thinking, friendly personality, and willing to offer help.