Customer Service Officer - Travel Services

Overview

Customer Service Officer - Travel Services

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Be the first point of contact for members / policyholders, clients, service providers, peers and colleagues from other offices to ensure day-to-day activities are executed in accordance with business requirement.

To collaborate with internal / external parties to ensure all services under Travel Service Delivery department are delivered in accordance with internal guidelines / procedures / policies

Responsibilities

• Manage all inbound / outbound communication with all parties (internal / external) professionally and timely so that service levels and standards are maintained / met.
• Ensure all communications and customer information are recorded / updated accurately in the relevant systems.
• Ensure customer needs / requests are correctly identified, managed, resolved in accordance with the required standard and within the agreed time frames.
• Process all cases / tasks assigned in professional manner and within agreed time frames while outstanding cases / tasks are to be transmitted to the next shift correctly to ensure continuation of service delivery towards resolution of all cases / tasks.
• Ensure costing / payments are processed with prior approval in place and in accordance with the eligible benefits amount as stipulated in the specific business guidelines.
• Report all feedback (positive / negative), process gaps and suspected incidents identified in accordance with internal guidelines.
• Adhere to business guidelines, Company’s procedures / policies and comply with all relevant compliance requirements.
• Participate in all development activities for continuous knowledge and performance improvement.
• Undertake any other duties or responsibilities that may reasonably be allocated by your manager.

Requirements

Only shortlisted candidates will be notified. All data collected will be treated in strict confidentiality and used for recruitment purpose only.

About us

Europ Assistance Services (Malaysia) Sdn Bhd is a leading global assistance company, providing a wide range of services to individuals and businesses. With a presence in over 200 countries, we are known for our commitment to excellence, innovation, and customer-centric approach. Join us and be a part of our exciting journey!

Apply now for this exciting opportunity!

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