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):

Assistance Coordinator