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Senior Customer Service Executive

Customer Service
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Kuala Lumpur, KL Sentral, Kuala Lumpur

About The Job

  • 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 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 Alarm 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 courteously.
  • Ensure inbound requests are handled in a 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 a timely and appropriate manner to meet the needs of members and clients.
  • Escalate cases and requests as per company protocols
  • Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.
  • Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members.
  • Carry out any other reasonable duties as requested by the manager.
  • Work as part of a 24/7 shift pattern.
  • Participate in the development and maintenance of a safe and healthy workplace.
  • Undertake all mandatory OH&S training as required.
  • Co-operate with management in the fulfilment of its legislative obligations
  • Take reasonable care to ensure their own health and safety and the safety of others.
  • To report any injury, hazard or illness as soon as possible to their supervisor.

Job Requirements

  • Good customer service skills 
  • Ability in planning and organizing 
  • Good command in English written and verbal communication skills 
  • Computer literate and good ability in managing working applications/tools 
  • ** Customer Service in a call center is preferred and mainly in an insurance or medical assistance environment . 
  • ** Possess at least a Diploma in any field. 
  • ** Written and spoken English. 
  • **Able to speak a second language is an advantage 
  • **12 hours in a shift with 16 workdays in a month (work for 4days in a week)

Our Culture


We explore the issues with a broad knowledge and understand of HR and talent point of views with a switch mindset of looking into every aspect of the situation. We work with clients  to offer an end to end talent management solutions that helps clients business to be more efficient and productive. 
Our Talent mapping involves finding the right talent, putting talent in the right roles, with the right work culture and retaining top talent through a career path. It's a continuous activity that grows and iterates with the business as needs change