Job Title: Customer Service Coordinator
Key Responsibilities:
- Handle inbound calls from customers regarding insurance claims inquiries, providing professional and accurate guidance on claim procedures, documentation requirements, and claim status
- Guide customers in submitting complete and correct claim documents to improve first-time submission success rates and overall customer experience
- Perform initial assessment and categorization of customer inquiries, and coordinate with internal teams (Claims, Medical, Customer Service) for proper follow-up when necessary
- Accurately document call details and resolutions in the system, ensuring data completeness and accuracy
- Identify potential complaints or high-risk cases and escalate them in accordance with established procedures to ensure compliance and service quality
- Contribute to the development and optimization of FAQs, call scripts, and service processes to enhance efficiency and consistency
- Support the achievement of team KPIs, including service level, first call resolution (FCR), customer satisfaction (CSAT/NPS), and productivity metrics
- Participate in training sessions and quickly adapt to process, product, or system updates
Requirements:
- Diploma’s degree or above; prior experience in customer service, insurance, or claims handling is preferred
- Strong communication skills with a customer-centric mindset and the ability to explain complex information clearly
- Basic knowledge of insurance claims processes is an advantage
- Ability to work under pressure in a fast-paced call center environment
- Proficiency in MS Office and familiarity with CRM or call center systems is preferred
- Good problem-solving skills and adaptability
Preferred Qualifications (Plus):
- Multilingual skills (e.g., Cantonese and/or English)
- Experience in complaint handling or high-touch customer service

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