Job Openings Client Support Specialist

About the job Client Support Specialist

Client Support Specialist (CSS) is to response to stakeholders (corporate HR, employees, service providers ranges 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 concern to the Client Happiness Lead for effective and prompt resolution of the stakeholders’ matters in professional manner as required by the company.

Responsibilities 

  • Receive and manage large amounts of inbound calls in a timely manner 

  • Attend to all incoming queries through 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 arise and provide solutions and/or alternatives 

  • Support stakeholders on operational matters that includes system training, troubleshoot 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  

 

Requirement 

  • At least 2 years of experiences handling customer service  

  • Must be available to work at nights, holidays and weekends (Go on shift) 

  • Track record of over-achieving quota 

  • Customer orientation and ability to adapt/respond to different types of characters 

  • Excellent verbal and written communication skills 

  • Ability to multi-task, prioritize and manage time effectively 

  • Strong phone contact handling skills and active listening 

  • Ability to stay calm when customers are stressed or upset 

  • Positive attitude, energetic approach and self-motivation are all essential