This job offer is not available in your country.
B2C Service Coordinator
HomageSungai Petani, Kedah, Malaysia30+ days ago
Job descriptionServe as the primary point of contact for care owners, introducing yourself and establishing a relationship. Handle all communications with assigned care owners, ensuring clarity and responsiveness. Effectively manage the expectations of both care owners and care professionals. Oversee internal and external communications through various channels (e.g., emails, calls, live chat, internal tools), adhering to specified SLAs. Ensure that all escalations from care owners are promptly addressed, with resolutions provided to them within the specified timeframe outlined in Homage's SOP. Ensure timely responses, resolve inquiries efficiently, and strive for first-contact resolution to maintain high customer satisfaction. Regularly monitor internal channels to address messages and follow-ups promptly. Manage finance disputes / clarification both before and after scheduled visits. Recommend appropriate care packages to care owners based on the frequency of their visits each month. Oversee the resolution of incidents and conduct root cause analysis following Homage's Incident Management Framework and Protocol, addressing reported cases daily and coordinating with the necessary teams. Ensure operational incidents involving both consumers and care professionals are thoroughly investigated and resolved within SLAs, prioritizing high-impact incidents and escalating to relevant parties when necessary. Manage claims disputes, ensuring timely follow-up and resolution. Communication and Organisational Skills Communicate clearly and empathetically with care owners. Manage multiple tasks and cases efficiently with strong time management to ensure smooth coordination of services. Problem-Solving and Conflict Resolution Identify issues quickly and find effective solutions and use critical thinking to handle complex situations and incidents. Resolve conflicts and mediate to promote teamwork and a positive working environment. Attention to Detail Ensure accuracy in documentation and care plan updates and stay alert to care owners needs and service requirements. Interpersonal and Advocacy Skills Build trust and collaborate effectively with care owners, service coordination managers, and care professionals. Advocate for care owners needs while negotiating compromises when necessary, adhering to protocols. Technical Skills Use care management tools and know when and how to report urgent technical issues affecting care plans. Cultural Competence Respect and respond to diverse cultural backgrounds and provide personalised care. Resilience and Emotional Intelligence Manage stress and emotional challenges in care coordination. Show empathy to support care owners through tough situations. Ownership and Teamwork Take responsibility for care plans and ensure positive outcomes. Promote effective communication and teamwork among colleagues. Flexibility and Adaptability Adjust to changes in workflow and procedures to meet updated guidelines. Remote - Working from home ESOP - Employee shares program so that we all own and share in the success of the dedication, care and hard work we put in Annual Salary Reviews, alongside our modern approach to Performance Management
Join us in working on something that matters
Enabling wellness and recovery through holistic personal care
All Jobs B2C Service Coordinator (Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia)
A Service Coordinator at Homage plays a pivotal role in managing and delivering care plans for private care owners in partnership with our Care Professionals, internal operations, and product teams. Our Service Coordinators approach their role with a heart for meaningful care impact, taking strong ownership of the client care experience and success. You will oversee effective logistics coordination while maintaining clear communication and expectations across all parties. Your efforts will ensure smooth care delivery, contributing to consistently positive care outcomes. Homage is committed to delivering compassionate, personalized home-based care and nursing services, always prioritizing the experiences of those we serve and building trust through value-based care.
Care Owner Coordination and Fulfilment
- Oversee and manage visit schedules, proposals, and adjustment requests, ensuring efficient handling of changes and cancellations
- Gather feedback from care owners and care professionals, collaborating with cross-functional teams in operations, clinical, and technology to enhance the care experience.
- Ensure that care owners needs are accurately represented in care plans and that updates are made with consideration and sensitivity.
- Follow up on daily visit fulfillment to maintain seamless continuity of care. Engage care professionals to confirm their availability for visits.
- Work closely with care owners and professionals to provide necessary support and establish mutually beneficial agreements.
Communication and Customer Support
Incident Management (Severity 1) and Operational Support
Key Skills for Service Coordination Officer (SCO)
Working Hours
Commitment to a 5-day work week, from 9 AM to 6 PM, with flexibility for a rotating schedule. This includes availability on weekends and public holidays, along with 2 rotating off days between weekdays and weekends.
What\'s in it for you?
Join us as a Homage Care Pro today!
Deliver dedicated home care, nursing care and therapy to more in the community.
Get to know your carers past experience and qualifications
Book, manage and pay for visits all in one place
Available on
#J-18808-Ljbffr
Create a job alert for this search
Service Coordinator • Sungai Petani, Kedah, Malaysia
Related jobs)
Service Technician specializing in Battery Services.In this role, you will be responsible for the maintenance, repair, and servicing of battery-powered material handling equipment, ensuring that ou...Show moreLast updated: 30+ days ago Crown Malaysia is seeking a proactive, detail-oriented, and dependable.In this critical role, you will be the central link between the service teams ensuring the smooth flow of spare parts to suppo...Show moreLast updated: 30+ days ago 
Immediate Hiring for CUSTOMER SERVICE SPECIALIST @ GEORGE TOWN PENANG.Must be able to speak, read and write in Mandarin or Cantonese (Traditional Chinese).
This position will require employees to do...Show moreLast updated: 30+ days ago
Design effective training programs.Conduct training and refreshers.Support and mentor new employees.Conduct evaluations to identify areas of improvement.
Monitor, analyse & train trainees’ perfo...Show moreLast updated: 30+ days ago 
The Service Advisors (SA) will provide customer service support to Client Customers’.Bachelor’s Degree or at least Diploma or equivalent in any discipline.
Must have B2 level English Language profic...Show moreLast updated: 30+ days ago 
We are looking for a motivated, dynamic.Your responsibilities will be to manage and control the Service Department in a consistent manner to fulfil the Branch’s contractual obligations while operat...Show moreLast updated: 30+ days ago
Service Technician-Battery
Crown Equipment Sdn. Bhd (Malaysia)Perai, Penang, MYQuick Apply
Spare Parts Coordinator
Crown Equipment Sdn. Bhd (Malaysia)Perai, Penang, MYQuick Apply
Customer Support - Mandarin - Teleperformer
Two95 International Inc.George Town, Penang, MYQuick Apply
- Promoted
Operations Coordinator
CEVA LogisticsPenangMalaysia, Penang, Malaysia CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world.Present in 170+ countries and with more than 110,000 employees spread over 1,50...Show moreLast updated: 30+ days ago
- Promoted
- New!
Customer Service Representative
AlphaiotabpoKulim, Kedah, Malaysia Exciting Work-from-Home Opportunities.Learning & Development Programs to Upskill Yourself.Health and Wellness Perks & Benefits.
Motivating and Supportive Teams.Alpha Iota is based in Southeast Asia,...Show moreLast updated: 4 hours ago
- Promoted
Export Coordinator
Shipco Transport Inc.PenangMalaysia, Penang, Malaysia The main function of this role is to assist customer in day-to-day, liaise with carrier, transporter, warehouse operator, fumigation, and ad-hoc task.
Monitoring customer support, quotation and main...Show moreLast updated: 30+ days ago
- Promoted
- New!
Senior Facilities Coordinator (Technical)
Jones Lang LaSalle IncorporatedSeberang Perai, Penang, Malaysia JLL empowers you to shape a brighter way • •.Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology...Show moreLast updated: 4 hours ago
- Promoted
Immediate Hiring - Customer Service Inbound
Persolkelly Contigent Workforce Malaysia Sdn BhdGeorge Town, Penang, Malaysia Position : Customer Service Inbound Call.Handle all types of customer interactions across multiple channels, including correspondence, live chat, email, and calls.
Provide accurate and timely respons...Show moreLast updated: 25 days ago
Mandarin Trainer for Customer Service
Two95 International Inc.penang, Kedah, MYQuick Apply
- Promoted
Customer Service Assistant
CHJ Property Sdn. Bhd.Alor Merah, Kedah, Malaysia Greet and assist shoppers in a friendly and professional manner.Provide information on mall facilities, promotions, events, and tenant locations.
Handle lost & found items and maintain accurate reco...Show moreLast updated: 23 days ago
- Promoted
Air Freight Coordinator
Shipco Transport Inc.PenangMalaysia, Penang, Malaysia The position is responsible for managing airfreight operations and related documentation, ensuring compliance with regulations and company policies, and providing customer service as a main point o...Show moreLast updated: 30+ days ago
- Promoted
WFH - US Market - Customer Service Translator
Job ExpertCentral George Town, Penang, Malaysia WFH - US Market - Customer Service Translator.About the job WFH - US Market - Customer Service Translator.We are seeking a motivated and linguistically talented individual to join our team as a Voi...Show moreLast updated: 16 days ago
- Promoted
- New!
Customer Service – Mandarin & English - Fully WFH- RM3,000
Tribe DigitalAlor Setar, Kedah, Malaysia Customer Service – Mandarin & English - Fully WFH- RM3,000.Career growth opportunities – 80% of our frontline leaders have been promoted internally.
Support the customers of our leading mobile gamin...Show moreLast updated: 4 hours ago
Customer Service Advisor(Cantonese)
Two95 International Inc.George Town, Penang, MYQuick Apply
Assistant Service Manager - Outdoor (BW)
Rentokil InitialPerai, Penang, MYQuick Apply
- Promoted
- New!
Customer Service (Mandarin English)
Agensi Pekerjaan JobScoper Sdn. Bhd.George Town, Penang, Malaysia Customer Service (Mandarin English).Agensi Pekerjaan JobScoper Sdn.Location : Georgetown, Penang, Malaysia.Respond to inbound customer enquiries via phone and email about online orders, product deta...Show moreLast updated: 4 hours ago
- Promoted
- New!
Logistics Billing & Payment Coordinator
DHL Express DeutschlandSungai Pinang (Balik Pulau), Penang, Malaysia At DHL, people mean the world to us.That’s why our goal has always been to attract and retain the best talent over the world.
We provide challenge and opportunity for personal and professional devel...Show moreLast updated: 4 hours ago
- Promoted
English - Mandarin Interpreter / Customer Service (WFH) (Remote)
GP Asia Sdn. Bhd.George Town, Penang, Malaysia As a language interpreter, you will interpret on-demand calls from diverse sectors such as medical, insurance, legal, and utilities fields (Training provided).
Hence, fluency in English and Mandarin...Show moreLast updated: 16 days ago
- Promoted
- New!
Service Engineer (Team Leader)
Kone MéxicoGeorge Town, Penang, Malaysia Service Engineer (Team Leader) page is loaded## Service Engineer (Team Leader)locations : George Towntime type : Full timeposted on : Vandaag geplaatstjob requisition id : R Customer Relationsh...Show moreLast updated: 4 hours ago
- Promoted
Team Leader (Contact Centre)
SummitNext Technologies Sdn BhdSungai Petani, Kedah, Malaysia We, SummitNext Technologies Sdn.BPO and Technology Solutions provider, where innovation meets excellence.As we continue our rapid expansion, we are on the lookout for passionate and driven individu...Show moreLast updated: 30+ days ago