Executive Road Side Assistance - Kuala Lumpur, Malaysia - Allianz Malaysia

Allianz Malaysia

Verified Company

Kuala Lumpur, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

30469 | Customer Services & Claims | Professional | Non-Executive | Allianz Malaysia | Full-Time | Temporary

JOB PURPOSE/ROLE/SUMMARY
As a Customer Service Associate, the role is responsible to deliver the Allianz Experience at every interaction. He/She will live up to Allianz Values in delivery service to customers, agents and colleagues, and very passionate about understanding customers, knowing their needs and expectations and working towards exceeding them

KEY RESPONSIBILITIES

Responsible to provide first contact resolution (FCR) when possible by providing basic trouble shooting and offer appropriate alternative. When it is not possible, own customer's complaints and work closely with respective problem owner to drive resolution.
Responsible to perform proper escalation including unresolved complaints to respective unit or Customer Feedback Center for resolution and adhere to Allianz's Complaint Governance.
Perform other on and off telephone tasks including but not limited to taking messages, call transfer and hold, providing call backs and follow up calls; reporting and respond in a timely manner to ensure customer satisfaction.
You are to participate in customer onboarding including but not limited to Claims on boarding; survey calls etc.
Proactively recover service lapses to promote customers' loyalty.
Capture customer feedback and systematically escalate them to respective personincharge for review and action.
Proactively educate customers on our services available on the customer portal or any other relevant platforms which could benefit customer.
Compliant to company's standard and policies; as well as regulatory guidelines.
Continuously and proactively improve on product knowledge for Allianz Life and General.
Maintain confidentiality of all information according to data privacy requirement.
Undertake other duties and assignments assigned by the management as and when required

KEY REQUIREMENTS/SKILLS/EXPERIENCE

Proven experience as call center staff or relevant position.
Active listener with excellent communication, interpersonal and rapport building skills
Sound judgement and critical thinking
Outstanding organizational, strong time management and multitasking abilities
A patient and empathetic attitude
Adaptability and flexibility
Able to speak and write fluently in Bahasa Malaysia and English
Advantage for Mandarin speaking

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer.

We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

Note:
Diversity of minds is an integral part of Allianz' company culture.

One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies.

Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.

Job Level:

Professional

Location:

KUALA LUMPUR, Federal Territory of Kuala Lumpur, MY, 50470
Area of Expertise:

Customer Services & Claims

Unit:

Allianz Malaysia

Employing Entity:

Allianz General Insurance Company (Malay

Job Type:

Full-Time

Remote Job:

Hybrid working

Employment Type:

Temporary

ID:

30469