Officer, ITO Case Management

Officer, ITO Case Management

AXA | Petaling Jaya, 10, MY

Posted a month ago

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Key Responsibilities

Communicating with customers through inbound/outbound calls and/or email enquiries on a timely manner by offering appropriate solutions and information.
To provide efficient and professional customer service by upholding the Business Unit’s service standards.
Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives to customers.
To organize and coordinate the medical assistance services such as inpatient, outpatient, evacuation, and repatriation services for the customer.
Takes the opportunity to build sustainable relationships and engage customers by taking the extra mile.
Work closely with the network service providers and correspondents by building and maintaining a professional working relationship during case handling.
To provide first contact resolution to resolve customer complaint and escalation on a timely manner.
To follow through all open cases, ensure timely resolution and ensure customers are kept updated of the progress regularly.
To ensure completeness of documentation of call/case information according to the standard operating procedures and/or guidelines ( complete call logs and reports).
To meet the Service Level Agreement and exceed customer expectations.
Ability to problem solve in a professional and effective manner.
To take a proactive approach towards suggesting improvements to working practices.
To participate in training sessions to continuously improve knowledge and performance.
Your Profile

Technical/ Functional Knowledge, Skills and Abilities

Excellent spoken and written communication skills (English and Bahasa Malaysia) are necessary for daily contact with customers, providers and inter-offices; Speak clearly and distinctly.
Possesses the capability to think and act fast in problem solving.
Proficient in Microsoft Office Applications ( Outlook, Word, Excel).
Willingness to learn and demonstrate capability in adopting/embrace relevant software applications.
Ability to use a source to find specific information.
Able to recall important and commonly used information and generally familiar with reference documents available.
Display time flexibility towards shift as per work floor requirements.
Able to standby in the event of disaster and business continuity protocol enforced.
Comfortable in working shift hours and during weekends/public holidays.

Education, Professional Qualifications and Experience

Minimum a Diploma with at least 1-2 years of experience.
Knowledge of customer service practices and principles would be an added advantage.
About AXA
AXA Group is the worldleader in insurance and asset management. We protect and advise our clients atevery step in their lives, by offering products and services which satisfytheir needs in the areas of insurance, personal protection, saving and assetmanagement. AXA is the leading insurance brand worldwide, with over 100 millionclients. We are transforming from payer to partner for our client, with astrong focus on risk prevention.
Our mission:Empower people to live a better life.
Our values: Customer First, Courage, Integrity and One AXA.

About the Entity

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.

What We Offer

By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.