Client Support Specialist

Client Support Specialist (CSS) responds to stakeholders (corporate HR, employees, service providers ranging from GP, Dental, Optical, and Specialist Clinics or Hospital) inquiries via company communication channels (email, phone call and etc.) to make sure that any challenges they are experiencing to be resolved. Client Support Specialist shall report all important stakeholders' concerns to the Client Happiness Lead for effective and prompt resolution of the stakeholders’ matters in a professional manner as required by the company.

• Contract Role: 24 Months (renewable)
• Salary Range: RM2000-RM3000
• Rotating shift including weekends and public holidays
• 2 shifts daily (6AM-3PM & 2PM-11PM)
• 5 days work, 2 days off

Responsibilities

• Attend to and resolve large amounts of first level inbound calls, chats and emails in a timely manner.
• Attend to all incoming queries through the company’s communication channels (HealthMetrics portal and etc.) from service providers or corporate clients.
• Understand the stakeholders’ needs, clarify information, investigate and conduct research for every issue that arise, and provide solutions and/or alternatives.
• Support stakeholders on operational matters that includes system training, troubleshooting support, and any relevant matters.
• Log all records of conversations (emails, chats, phone calls and etc.) in our call center database or ticketing system in a comprehensible way.
• Record and escalate follow up requests, queries, and complaints to the respective CSS.
• Any tasks required by Management from time to time.

Qualifications

• Preferred Diploma/Bachelor's Degree in any field.
• SPM holders and fresh graduates are encouraged to apply.
• Fluent in English and Malay, both spoken and written.
• Proven customer support experience or experience in Customer Service is an added advantage.
• A positive attitude, energetic approach, and self-motivation are all essential.