Kerja Sepenuh Masa, Customer Service Associate di EMA Global Selangor - Maukerja

Company Description EMA Global is a leading integrated assistance company in Asia, specializing in world-class medical evacuation and repatriation services since 1991. Over the years, the company has expanded its services to include Medical and Travel Assistance, Roadside Assistance, Home Care, and Medical Concierge solutions. Through an extensive global network of accredited partners, EMA Global delivers 24/7 assistance to clients around the world. The company was the first in Asia Pacific to receive Eurami accreditation for fixed-wing operations, reflecting its strong focus on patient safety and quality standards. With access to advanced mobile medical equipment, EMA Global can rapidly convert air ambulances into flying Intensive Care Units to support critical patient needs.
Role Description This is a full-time, on-site Customer Service Associate role based in Petaling Jaya. The Customer Service Associate will handle inbound and outbound calls, emails, and other communication channels to support clients, patients, and partner organizations. Responsibilities include providing accurate information on services, capturing and updating case details, and coordinating with internal teams to ensure timely assistance and service delivery. The role also involves managing service requests, following up on ongoing cases, and escalating urgent or complex situations according to established procedures. The successful candidate will maintain a professional and empathetic demeanor, ensure high-quality customer experiences, and comply with all operational and safety protocols.
Qualifications

• Strong customer service, client-facing, and problem-solving skills, with the ability to stay calm and professional under pressure.
• Excellent verbal and written communication skills in English; additional language proficiency is an advantage.
• Good organization, time management, and attention to detail, with the ability to manage multiple cases simultaneously.
• Comfort with using contact center systems, case management tools, and standard office software (e.g., email, CRM, spreadsheets).
• Ability to work in shifts, including evenings, weekends, and public holidays, as required to support 24/7 operations.
• Demonstrated empathy, cultural sensitivity, and a customer-first mindset when dealing with individuals in stressful or urgent situations.
• Prior experience in customer service, healthcare assistance, travel assistance, or call center environments is preferred but not mandatory.
• Minimum secondary school education; a diploma or degree in any field, especially in communications, hospitality, healthcare, or business, is an advantage.