[MY] Senior Executive, Operations (Contact Centre)

About the team

Doctor Anywhere's Operations team is a crucial part of the company. We ensure the day-to-day excellence of our business, virtual and in-person clinical services, resolving operational issues in a timely manner and providing the best customer experience possible. We make sure that our customers remain our top priority.

About the role

We are seeking a Senior Executive, Operations who will be in charge of the end-to-end customer journey. You should demonstrate good communication skills to liaise with cross-functional teams and manage both internal and external stakeholders. You have 1-2 years of experience in operations and/or customer service roles, and most importantly, you have the willingness to learn.

The ideal candidate will have a mindset of continuous improvement and change and will demonstrate curiosity, collaboration and the ability to deal with ambiguity, especially in a start-up environment.

Prior experience in customer service and/or operations will be helpful. You are passionate about the continuous improvement of customer experience and optimizing existing workflows. You welcome new challenges and have an open mind to break through the status quo for better results. 

This role is based in Petaling Jaya, Malaysia and will be reporting directly to the Team Leader.

A summary of the key responsibilities and requirements are as follows:

• Handle enquiries received via phone and email while ensuring a high standard of quality in terms of business integrity and customer experience.


• Resolve customers’ technical issues and provide feedback and analysis.


• Deal with all instructions, queries and service requests promptly, accurately and within company-specified time frames.


• Handle day-to-day operational issues and ensure issues are resolved in a proper and timely manner.


• Responsible for monitoring customers’ payment status.


• Identify process gaps in customer experience and drive improvement.


• Any other ad hoc duties assigned when appropriate.

About you

• Minimum with a diploma and at least 1-2 years of Customer Service experience. Fresh graduates are welcome to apply.


• Superior listening, and good written and verbal communication skills.

• Ability to proactively seek solutions while maintaining a calm disposition.


• Able to work shift hours including nights, weekends and during Singapore public holidays.

• Independent and able to work in a fast-paced environment.

• Experience working within a tech startup and hyper-growth environment would be a bonus.


• A start-up attitude - you take full ownership of things that you do, willing to go out of your comfort zone and take on new challenges. 


• Comfortable with ambiguity and flexible to learn new things - we’re not done growing, and heading into uncharted territories is part of the fun!

About Doctor Anywhere

Doctor Anywhere (DA) is a regional tech-enabled, omnichannel healthcare provider delivering care to 2.5 million users across 6 countries in Southeast Asia. Founded in 2017 with a mission to make healthcare simple, accessible, and efficient for all, DA leverages technology to enable individuals towards preventive, long-term health via holistic offerings including our telehealth app, physical clinics and pharmacies, mental wellness, specialist consults, and also an online health & wellness marketplace for supplements, healthy snacks, home-based health screening and vaccinations.

DA’s goal is to build a regional digital healthcare ecosystem, advanced by the 3,000 GPs and specialists within our regional network, over 1,000 corporate organisations, and 25 regional insurers we work with. Grounded in our motto “Keep Going, Keep Growing”, our team strives towards excellence, with innovation and collaboration at our core, and values diversity in perspectives brought by every member. Join us in our mission to transform Southeast Asia’s healthcare future!

Not for you? We have other opportunities that may interest you or someone you know. Feel free to visit us at our careers page - https://doctoranywhere.com/job-listing/  for more information.