JOB VACANCY Mondial Assistance Group

We’re the Mondial Assistance Group. And we’re here to help.

In fact we’ve been helping people for nearly 60 years. As the world leader in Travel Insurance, Assistance and Personal Services, we look out for our customers, 24/7, 365 days a year. Over 200 million individuals world-wide benefit from the Mondial Assistance Group's services each year.

Our job is to provide fast, caring, quality services whenever our customers need them, wherever they are.

The Mondial Assistance Group, which has been expanding internationally for the past 50 years, now includes a staff of nearly 10,230 employees, scanning five continents, working in 28 countries. With an international network including 180 correspondents and 400,000 service providers, the Mondial Assistance Group provides 1 intervention every 2 seconds around the world.

So, are you ready to embark on a thoroughly exciting career with us?

Call Center Agent / Team Leader (Medical Assistance)-Kuala Lumpur - Jalan Pinang

Responsibilities:

1. Call Centre Agent

Duties and Responsibilities
Build a customer oriented focus in the Call Center by providing quality actions and resolutions to their concerns and queries.
Follow communication/update expectations with clients, in accordance with the policies, scheme or agreed time frames set.
Answer inbound calls as well as assist customers who have specific inquiries
Build customer’s interest in the services and products offered by the company
Provide personalized customer service of the highest level
Update the existing databases with changes and the status of each customer/prospective customer
Documents details of telephone conversation and actions take.
To correspond with Call Center Supervisor and Call Center Manager accordingly.
Follow up the calls of the client with clerical duties which includes faxing, filling up paperwork and checks on credit references as well as liaising with other departments
Analyze the various parts of a problem properly and develop logical solutions

2. Call Centre Teamleader

Scope of Duties and Responsibilities

Ensures that calls are answered by staff within Service Level and are dealt with properly. He/she liaises with insured members and businesses, like health providers and insurance companies for which the centre provides services.
Setting and meeting performance targets for speed, efficiency and quality;
Managing the daily operations of the call centre.
To be responsible for the overall call centre operations(inclusive but not limited to daily capacity planning, staff monitoring and managing staff leave, overtime and performance appraisal, attending internal & external meetings).
Liaising with internal claims personnel, insurance companies, agents and third parties to gather information and resolve issues;
Maintaining an up-to-date knowledge of industry developments and involvement in or membership of networks;
Monitoring random calls to improve quality, minimize errors and track operative performance;
Manage customer complaints and enquiries through system, email, or other mode of communication and provide feedback/response within Service Level.
Involved in projects organized by Department or Company and complete the projects within timeline.
Ensure department complies with all regulatory (internal and external) and corporate requirements.
Prepare daily/weekly/monthly and quarterly analysis and statistic on call centre activities, customer feedback analysis, reporting to management and any other reports as required.
Perform additional functions and assume responsibility as requested by Head of Operations.

Requirements:

Candidate must posses Degree or Diploma preferably medical background
At least  2 years experience in a call Centre/ Customer services environment,  TPA , Hospitals or Medical Centers exposure a plus
Flexible and ability to work shift
Thorough knowledge of MS Office applications
Strong organizing and planning skills to work independently with efficiency and accuracy
Sound knowledge of International Standards related to Health and medical quality measures
A proven track record of customer service success
Requires tact and discretion in dealing with and handling confidential information
Decisive, good decision making skills, able to escalate response to situations when relevant
Strong communication, attention to detail and time management skills.
Able to read, write and speak minimum of 2 languages i.e. English and Malay. Chinese would be a plus.
Applicants must be willing to work at Jalan Pinang, Kuala Lumpur with ability to work on shift.
6 Full time positions available

Website: http://www.mondial-assistance.com.sg
Company Address: Suite 33-1, Level 33, Wisma UOA II, Jalan Pinang, Kuala Lumpur 50450

TARIKH TUTUP: 17 NOV 2012