Talent.com
B2C Service Coordinator

B2C Service Coordinator

HomageMalacca City, Malacca, Malaysia
30+ hari lalu
Penerangan pekerjaan

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

  • Serve 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.

    • Incident Management (Severity 1) and Operational Support

  • 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.

    • Key Skills for Service Coordination Officer (SCO)

  • 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.

    • 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?

  • 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 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

    Buat amaran kerja untuk carian ini

    Service Coordinator • Malacca City, Malacca, Malaysia

    Pekerjaan yang berkaitan
    • Dinaikkan pangkat
    Call center Service Coordinator -SEA

    Call center Service Coordinator -SEA

    Danaher CorporationMalacca City, Malacca, Malaysia
    Beckman Coulter Diagnostics, part of the Danaher family, is dedicated to advancing laboratory science and improving patient lives through world‑class diagnostics. The Call Center Service Coordinator...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Purchasing Executive - Mandarin Speaker (Furniture manufacturer)

    Purchasing Executive - Mandarin Speaker (Furniture manufacturer)

    Talent RecruitSeremban, Negeri Sembilan, Malaysia
    Procurement and Purchasing Operations.Source, evaluate, and negotiate with new and existing suppliers to obtain competitive pricing, quality products, and timely deliveries.Prepare and issue Purcha...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Social Media Coordinator

    Social Media Coordinator

    FreelancingMalacca City, Malacca, Malaysia
    Utilize social media to attract individuals interested in learning Mandarin.Engage with prospects and encourage participation. Convert prospects into registrations and earn commissions.Represent the...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Associate II - Marketing

    Associate II - Marketing

    USTMalacca City, Malacca, Malaysia
    Role Description : Support and enable Marketing department, providing business program marketing support including but not limited to : . Driving the strategy and execution of customized and scalable g...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    QA / QC Manager - Data Center

    QA / QC Manager - Data Center

    Turner & TownsendKebun Baharu, Johor, Malaysia
    QA / QC Manager - Data Center at Turner & Townsend.Turner & Townsend is a global professional services company with over 22,000 people in more than 60 countries. Working with our clients across real e...Tunjukkan lagiKemas kini terakhir: 16 hari yang lalu
    • Dinaikkan pangkat
    PCI Associate(Malaysia)

    PCI Associate(Malaysia)

    Selkirk SportPasir Panjang, Negeri Sembilan, Malaysia
    Kuala Lumpur, Kuala Lumpur, Malaysia.Pickleball is the fastest growing sport in the US and Selkirk Sport is the market leader in manufacturing all things Pickleball! We are an agile company with a ...Tunjukkan lagiKemas kini terakhir: 2 hari yang lalu
    • Dinaikkan pangkat
    Premier Relationship Director, Johor Bahru

    Premier Relationship Director, Johor Bahru

    HSBCKebun Baharu, Johor, Malaysia
    Be among the first 25 applicants.Location : Johor Bahru, 01, MY, 80000.Some Careers Open More Doors Than Others.If you’re looking for a career that will unlock new opportunities, join HSBC and exper...Tunjukkan lagiKemas kini terakhir: 5 hari yang lalu
    • Dinaikkan pangkat
    Customer Service

    Customer Service

    Talent RecruitMelaka, Malacca, Malaysia
    Monday to Friday (830am - 530pm).Open to fresh graduates (Training provided).Respond to customer inquiries via phone, email, chat, and social media. Assist customers with product inquiries order tra...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Social Posting Coordinator (Japanese Speaker)

    Social Posting Coordinator (Japanese Speaker)

    CognizantMuar, Johor, Malaysia
    Social Posting Coordinator (Japanese Speaker).Location : KL, Malaysia (Remote).As a Coordinator, based remotely, you will be responsible for collaborating with internal and external teams to distrib...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Head of Business (LCL / FCL) - Chinese Speaker

    Head of Business (LCL / FCL) - Chinese Speaker

    Links InternationalKebun Baharu, Johor, Malaysia
    Head of Business (LCL / FCL) - Chinese Speaker.Join to apply for the Head of Business (LCL / FCL) - Chinese Speaker role at Links International. We are seeking a dynamic and experienced Head of Business...Tunjukkan lagiKemas kini terakhir: 5 hari yang lalu
    • Dinaikkan pangkat
    Purchasing Executive - Mandarin Speaker (Furnituremanufacturer)

    Purchasing Executive - Mandarin Speaker (Furnituremanufacturer)

    Talent RecruitSeremban, Negeri Sembilan, Malaysia
    Procurement and Purchasing Operations.Source, evaluate, and negotiate with new and existing suppliers to obtain competitive pricing, quality products, and timely deliveries.Prepare and issue Purcha...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Digital Marketing (Social Posting Coordinator) - Korean / Japanese

    Digital Marketing (Social Posting Coordinator) - Korean / Japanese

    CognizantMalacca City, Malacca, Malaysia
    Digital Marketing (Social Posting Coordinator) - Korean / Japanese.Must have proficiency in Korean or Japanese.As a Coordinator, you will be responsible for collaborating with internal and external t...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    B2C Service Coordinator

    B2C Service Coordinator

    HomagePasir Panjang, Negeri Sembilan, Malaysia
    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, Malaysi...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Associate Customer Marketing

    Associate Customer Marketing

    The Hershey CompanyMuar, Johor, Malaysia
    Work Location : Johor, Malaysia.Supports the execution of customer and channel marketing strategies by coordinating shopper activation plans, assisting in commercial operations, and managing adminis...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Customer Service (Mandarin / Cantonese) (Global Customer Care (GCC) Professional – Field Dispatch)

    Customer Service (Mandarin / Cantonese) (Global Customer Care (GCC) Professional – Field Dispatch)

    Hitachi VantaraMuar, Johor, Malaysia
    Customer Service (Mandarin / Cantonese) (Global Customer Care (GCC) Professional – Field Dispatch).Hitachi Vantara - Senior Recruiter of Greater China and South Korea. Job Title : Remote Service Engine...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Customer Service (Car Insurance)

    Customer Service (Car Insurance)

    Talent RecruitMelaka, Malacca, Malaysia
    Company Background : Service Provider (Car Insurance) .Work Location : Malim Jaya, Melaka.Working Day : Monday to Friday (8 : 30am - 5 : 30pm). Serve as the first point of contact for insurance policyholde...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Sales Coordinator

    Sales Coordinator

    Grand Oriental Enterprise (Melaka) Sdn BhdHang Tuah Jaya Municipal Council, Malacca, Malaysia
    This job is a Sales Coordinator where you\'ll help customers and keep sales running smoothly.You might like this job because it involves teamwork, managing inventory, and organizing transport, maki...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
    • Dinaikkan pangkat
    Introducing Brokers (IB Partners) - Malaysia

    Introducing Brokers (IB Partners) - Malaysia

    Newton Global Commercial Business LtdSeremban, Negeri Sembilan, Malaysia
    Introducing Brokers (IB Partners) - Malaysia.Introducing Brokers (IB Partners) - Malaysia.Newton Global Commercial Business Ltd. Direct message the job poster from Newton Global Commercial Business ...Tunjukkan lagiKemas kini terakhir: 2 hari yang lalu
    • Dinaikkan pangkat
    Technical Product Manager – Operational Excellence (Bangkok-based, relocation provided)

    Technical Product Manager – Operational Excellence (Bangkok-based, relocation provided)

    AgodaPasir Panjang, Negeri Sembilan, Malaysia
    Technical Product Manager – Operational Excellence (Bangkok-based, relocation provided) at Agoda.This role focuses on enabling Agoda Tech to become more effective in non-coding activities such as i...Tunjukkan lagiKemas kini terakhir: 27 hari yang lalu
    • Dinaikkan pangkat
    Director of Sales-Sheraton Johor Bahru

    Director of Sales-Sheraton Johor Bahru

    Sheraton Hotels & ResortsKebun Baharu, Johor, Malaysia
    Director of Sales-Sheraton Johor Bahru.Get AI-powered advice on this job and more exclusive features.Leads and manages all day-to-day activities related to the sales function with a focus on buildi...Tunjukkan lagiKemas kini terakhir: 18 hari yang lalu