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All Jobs Customer Care Associate (Johor Bahru, Johore, Malaysia)

Customer Care Associate

Location: Johor Bahru, Johore, Malaysia

Type: Full-time

 

ROLE DESCRIPTION

Sales and customer success at Homage is changing fast to meet company growth. Customer Success serves two major roles in our Homage experience, one, helping families and care organizations across Malaysia who need caregiving understand and select our solution and service and second, ensuring the needs of our clients are deeply met. 

 

THE ROLE

  • As their Customer Success we help our Care Owners and Care Recipients to plan their caregiving schedules and assess services that they require to help improve their quality of life and medical conditions

 

DAY-TO-DAY ACTIVITIES

  • Assist Care Owners to schedule visits and ensure that visits are fulfilled with the Fulfillment team (Live Operations team)
      1. Pick up inbound calls and queries
      2. Develop a deep understanding of client needs and requirements
      3. Work with Care Owner to plan and schedule visits
      4. Work with the Live Operations team to ensure that visits are fulfilled
  • Manage a portfolio of clients ensuring customer retention and high satisfaction, reviewing adoption of products.
    1. Look into care plan renewal rates and feedback systems, become a trusted advisor to the Care Owner and family
    2. Develop and maintain a smooth and strong relationship with Care Owners and Care Recipients to strengthen loyalty and retention
    3. Work with the Performance team to carry out visit fulfillment and quality improvement plans
    4. Conduct regular reviews with the Care Owner on their care plan and our service quality
    5. Design and implement customer retention policies
    6. Participate in strategic cross-functional projects to improve processes

 

SKILLS & EXPERIENCE

  • Experienced in customer experience roles
  • Coming from hospitality, startups or healthcare-related is a plus 
  • Desire to make a big and positive impact
  • Accountability: Someone who values ownership and understands the importance of accountability 
  • Team player: Receptive to constructive criticism and open to coaching 
  • Communications: Highly communicative, energetic, loves building relationships and rapport with others and in general a people-person 
  • Detailed-Oriented: Organised and attentive to details
  • Independent: Proactive and able to operate independently with minimal supervision
  • Languages: Able to speak and write in both Bahasa Malaysia and English (Able to speak additional languages would be an advantage such as Mandarin, Tamil and other Chinese as well as Indian dialects)
  • Roster-based: Open to work either night shifts, early morning shifts or weekends (incl. Public Holidays)

 

ABOUT HOMAGE

Homage is a care platform that combines qualified and trained caregivers, nurses, doctors and health care organisations and funders with technology, enabling care, wellness and recovery wherever you are. The work that we do and technology we build transforms lives every hour, every day. We’re looking for people who are talented, driven and motivated by our social mission.

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