Contact Centre Advisor - HealthCare Contact Centre Advisor - HealthCare …

AIA Bhd
in Cyberjaya, Selangor, Malaysia
Permanent, Full time
Be the first to apply
Competitive
AIA Bhd
in Cyberjaya, Selangor, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Contact Centre Advisor - HealthCare
Job Summary:

Handles customer enquiries and complaints regarding all activities in panel service booking.

Key Responsibilities:
  • Handles customer enquiries and complaints regarding all activities in insurance policy Operation process such as Underwriting, Policy Owner Service, and Claims (PA approval, case assessment, appointment booking).
  • Reports problems, potential crisis and complaint to supervisor for service improvement.
  • Makes outbound call to customers for follow-up cases.
  • Executes empowerment guidelines.
  • Provides advice to Customer Service Representatives (CSR) on handling customer enquiries.
  • Documents call activities in system.
  • Documents follow up items in log sheet or send email to AIAHK Business partners and Panel strategic partners.
  • Works closely with AIAHK Business Partners and Panel strategic partners to resolve the complaints and uncertain issues.
  • Provide cross support to other functions whenever necessary.
  • Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.


Job requirement:
  • Education - Diploma / Degree graduate in Business Admin, management, biomedicine, Insurance studies or certificate equivalent.
  • Minimum 3 to 4 years of experience in customer service in call centre environment / healthcare / insurance industries.
  • Certifications/licenses - LOMA / other customer service certified will be an added advantage.
  • Proficient in written in Mandarin, spoken Cantonese.
  • Proficiency in MS Office, MS Outlook, MS excel
  • Experience in Group Insurance is an added advantage


Job Segment: Call Center, Customer Service
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