The Senior Customer Service Executive is responsible for supporting the Team Leader in the day-to-day operation of the Customer Care team while continuing to perform core customer service responsibilities. The role acts as a key point of contact for agents, providing guidance, operational support, training, and escalation assistance while helping to ensure service levels, quality standards, and customer expectations are met.
This position requires the employee to be physically present at the KONE Business Services Office (PJ, Malaysia) on night shift, specifically to support the Australia and New Zealand regions.
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Leverage available automation and AI-enabled tools to enhance assessment efficiency, consistency, and accuracy
Liaise with Medical Advisors to obtain clinical guidance and clarification where required, ensuring informed and well supported claim decisions.
Perform effective suspense management, follow up on outstanding requirements, and liaise with Finance and relevant stakeholders to ensure timely and accurate claim payments.
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Review claims documentation, policy coverage, medical evidence, and loss details to determine claim validity, liability, and entitlement in accordance with Company guidelines and delegated authority.
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Leverage available automation and AI-enabled tools to enhance assessment efficiency, consistency, and accuracy
Liaise with Medical Advisors to obtain clinical guidance and clarification where required, ensuring informed and well supported claim decisions.
Perform effective suspense management, follow up on outstanding requirements, and liaise with Finance and relevant stakeholders to ensure timely and accurate claim payments.
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Kaizen Project Participation: Actively participate in Kaizen projects aimed at continuous improvement in quality control processes. Offer insights, contribute ideas, and help implement improvements.