Get to know us:

At Mednefits, we’re on the mission to build the future infrastructure of employee benefits to make it easier for employers to take care of their employees. Our platform connects employees with the essential benefits they need. Enabled by tech and championed by employee health, we invite you on this exciting journey! 

Values are more important to us than rules. We want to empower our people to think creatively, take ownership in everything they do, and dare to try something new. If you’re up for a rewarding challenge, we’d love to hear from you. 

We are seeking a skilled Customer Support Executive who excels in delivering exceptional customer experiences with a proactive and empathetic approach. You will play a vital role in ensuring customer satisfaction, resolving complex issues efficiently, and fostering a positive brand image. Prior experience in customer support or customer service, particularly within a tech company, is highly valued. Your ability to provide timely and effective solutions will be crucial in driving customer loyalty and enhancing our overall service quality.

Role overview:

The Customer Support Executive will deliver outstanding service to drive customer satisfaction by resolving inquiries efficiently. This role involves maintaining precise records, identifying technical issues, and working closely with cross-functional teams to improve processes and products. By fostering strong interdepartmental relationships, you will ensure smooth operations and enhance customer experience.

What you'll own:

• Handle customer and provider enquiries, complaints, and service requests via various communication channels, providing appropriate solutions and timely follow-up to ensure resolution.
• Deliver high-quality customer support by resolving enquiries at the first point of contact whenever possible.
• Demonstrate empathy and professionalism while understanding customer needs and providing accurate information and suitable solutions.
• Maintain accurate records of customer interactions, comments, and issues using customer support tools (e.g. HappyFox, Aircall).
• Take ownership of customer support KPIs (e.g. SLA, response and resolution time) and contribute to team performance reporting.
• Identify system bugs and product issues accurately, escalating and collaborating with the Product and Tech teams for resolution.
• Analyse recurring customer and provider feedback, and recommend improvements to internal processes and product features.

• Assist with medical claims processing and claims-related operational tasks during peak periods or as assigned.
• Review claims for completeness and accuracy before processing, ensuring compliance with internal guidelines and SOPs.
• Liaise with internal teams, providers, and members to obtain clarification or supporting documents required for claims processing.
• Maintain accurate claims records and ensure timely updates in internal systems.
• Support cross-functional operational initiatives and perform other administrative or operational duties as required.

• Foster strong working relationships with Customer Success, Provider, Product, Tech, and other Operations teams to ensure smooth collaboration and service delivery.
• Contribute to process improvement initiatives that enhance operational efficiency and customer experience.

What you'll need:

• Fresh graduates or candidates with at least one year of work experience are welcome, preferably with prior experience in customer support, customer service, or a tech company.
• Excellent written and verbal communication skills in English and Bahasa Melayu. Mandarin/Chinese proficiency is an added advantage.
• Passionate about delivering exceptional customer service and creating positive customer experiences.
• Strong problem-solving skills with the ability to remain calm and professional under pressure.
• Patient, empathetic, and committed to educating customers while resolving their enquiries.
• Meticulous, organised, and able to manage multiple tasks with strong attention to detail.
• Comfortable working in a fast-paced, collaborative environment and adapting to changing business needs.
• Willing to support cross-functional operational responsibilities, including claims processing, when required.
• Able to attend after-work-hours calls (shift allowance applicable upon successful completion of the probationary period).

What we promise:

• An environment that values and fosters a growth mindset
• Openness to failures – in fact, it’s expected!
• A great (yet brutally honest) team that you can count on.
• Flexibility to work where you do your best work
• A rewarding opportunity to disrupt the employee benefits market positively