Customer Service Representative

Customer Service Representative

For over 30 years, APRIL International Care has been specializing in international health insurance solutions. We design, distribute, and manage insurance plans and assistance services for individuals and businesses. With teams across Asia, Europe, and the Americas, we look after our members wherever they are to make sure they have access to the best care.

We are part of the APRIL Group, a global insurance specialist with 2,300 staff in 16 countries.

To sustain the growth of the company as well as the expansion of our services in Bangkok, we are currently looking for a Customer Service Representative.

Your responsibilities will be to provide support to incoming requests of our clients whether individuals or companies.

Your main responsibilities will be to:

• As the primary contact for individual members, intermediary and corporate clients and always maintain a professional and courteous attitude.
• Responsible for providing both new and existing customers within April International with excellence service.
• Senior Customer Service Representative will answer inbound calls.
• Ensure all emails via CRM Orca are fully responded within 48 hours.
• Building and maintaining strong customer relations with intermediary brokers.
• Ensure customer's feedbacks is routed and work as a team to address areas of improvement to enhance the customer experience.
• Ensure all customers/brokers/groups communications are recorded on NIS.
• Manage complaints and record keeping and escalation procedure.
• LOG & Claims triage.

The successful applicant will have:

• 3+ years of customer service experience, preferably in Healthcare Insurance.
• A passion and talent for client service and the desire to solve issues.
• The ability and proactivity to adopt First Call Resolution, addressing the customer's need the first time they call.
• Excellent interpersonal and communication skills, passionate about customer service.
• Excellent proficiency in English, additional language Thai and Chinese.
• A great sense of accuracy and work ethic.
• Able to work independently with structure and methodology.
• Willing to work Thu, Fri Sat, Sun, and Mon 9-6pm.

What we offer:

• More than a job you will get opportunities for growth and progression.
• You will be coached and trained by a professional expert in their field.
• You will be working for six countries in the region.
• You will be joining a young and diverse team of professionals.
• A comprehensive set of benefits including health insurance and a competitive reward scheme.