JB-804

Job Title : Customer Service Advisor (Healthcare) - Korean

Job Category Type : Customer Service/ Call Centre / BPO

Currency : Malaysian Ringgit(MYR)

Salary : MYR 9500

Country : Malaysia

State : Kuala Lumpur

Benefits :

Job Description :

1. Inbound/Outbound Calls 65+ year or older members.  
2. Calls range from what procedures are covered, co-pay amounts, doctors who are in-network vs. out-of-network, plan benefits, etc. We deal heavily with Members who have fatal diseases, chronic conditions and/or who spouse/parent just died. We do “pitch” healthcare events – colonoscopies, mammograms, and even flu shots. So cannot be squeamish with healthcare details. 

Skills Required:  

1. Patience & empathy are mandatory  
2. Routine customers interactions using a computer and handling multiple tasks and tools to include Teams, Zoom, Skype, etc. 
3. Notate the customer's account per call and document escalated issues that do not have a known resolution 
4. Independently demonstrate your ability to listen, research, and utilize your knowledge base by linking, flagging, and recommending updates. 
5. Problem solving aptitude – complex on this program, lots of systems and think outside the box 
6. Relationship building with members/customers  

Education & Professional Certifications:  

Education/Age Requirements 

1. High School Diploma/GED 
2. 18 years of age 

Required Work Experience 

1. 6 months of previous customer service experience 
2. Demonstrated ability to resolve customer issues in previous work experience 
3. Preferred Experience: Call Center, Health benefits knowledge 

Candidate Profile:  

1. Candidate must have a high attention to details and be able to work independently and with others.  
2. Must be able to meet the demands and goals set forth by the client.  
3. Career Development and continual training with opportunities to assist with leadership and development.  
4. An applicant with these traits would not be a good fit for this position: Inconsistent work history, lack of flexibility, poor attendance, and a negative attitude. 
5. Technical- Excellent PC skills required. Must be able to use multiple screens in a windows environment. Demonstrates proficiency in navigating Windows Operating System, including the ability to launch applications, browse and search for files, save, and store files, and reboot a computer. 
6. Flexibility-Willingness to rotate shifts, as needed. Contribute to overtime needs during peak call volume.  
7. Multi-tasking-Ability to work in a fast-paced, high volume, service center environment. Must be able to self-manage call efficiency and work independently. 
8. Active listening: Willing to address spoken and unspoken needs of the customer by asking effective probing questions, while being empathetic, and maximizing opportunity to build rapport with the customer. 
9. Effective Communication: Possess an understanding of effective communication concepts, tools, and techniques. For example, the ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through application of the appropriate communication behaviors. 
10. Accuracy and Attention to Detail: Ability to process information with high level of accuracy while being detail oriented. Dependable with proficient attention to detail.  
11. Problem Solving and Critical Thinking: Possess problem solving and decision-making skills and the ability to use the appropriate tools and techniques to resolve the customer’s reason for calling. Ability to anticipate customer needs and proactively provide self-service options and/or other products and services. 

Environment, Physical & Other Requirements:  

1. Calls are received via a headset. 
2. Calls will be monitored for Quality purposes. 
3. Clients have access to call recordings for monitoring purposes and often do test calls.  
4. Team meetings are scheduled weekly. 
5. Chat rooms are used for interaction with Team Leader and peers during the shift. 
6. Frequent updates are sent via the internal email system and need to be reviewed between calls. 
7. Occasional client enhancement training occurs including self-paced on-line learning. 

WFH Allowance :

Travel Allowance :

Shift Allowance :

Language Allowance :

KPI Allowance :

Housing Allowance :

Complexity Allowance :