24/7 Roadside Support Coordinator

Allianz Partners; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Benefits offered by this job

Shift allowance

Medical Insurance

EPF (Employees Provident Fund)

Flexible benefits

Job summary

Allianz Partners is seeking an Assistance Coordinator in Malaysia to support Roadside Assistance operations. You will handle calls, verify policy coverage, and arrange roadside services while documenting case details in our system.

The role operates in a 24/7 environment with a rotating shift pattern, offering a competitive package including benefits. Prior insurance/medical/travel assistance exposure is a plus and English plus Mandarin is an advantage.

Qualifications

• Minimum Diploma or Degree in any field.
• 1-2 years' experience in Customer Service/Call Centre preferred; fresh graduates are encouraged to apply.
• Background in insurance, medical, or travel assistance is an advantage.
• Effectively bilingual with strong spoken and written English; ability to converse in Mandarin and/or Chinese dialects is an added advantage.
• Proficient in Microsoft Office; comfortable working with case management systems and multitasking between tools.
• Strong communication, problem-solving, and attention to detail; calm and empathetic under pressure.
• Able to work 3 rotating shifts, including weekends and public holidays, within a 24/7 operation (5 days per week).

Responsibilities

• Handle inbound and outbound calls and written correspondences for AzP and AzP client services.
• Assess needs, verify policy coverage, and arrange services/benefits aligned to the subscriber's plan.
• Coordinate service providers (e.g., towing, on-site support), confirm ETAs, and manage updates until resolution.
• Document all conversations, decisions, and actions accurately in the case management system.
• Meet service-level targets (speed, quality, empathy) while following established procedures and guidelines.
• Collaborate in a team environment to ensure smooth handovers and proper case handling.
• Escalate complex cases appropriately and support de-escalation to maintain customer confidence.

Skills

Customer service

English proficiency

Multitasking

Communication

Calm under pressure

Education

Diploma or Degree

Tools

Microsoft Office

Case management system

Job description

Allianz Partners is seeking an Assistance Coordinator in Malaysia to support Roadside Assistance operations. You will handle calls, verify policy coverage, and arrange roadside services while documenting case details in our system.

The role operates in a 24/7 environment with a rotating shift pattern, offering a competitive package including benefits. Prior insurance/medical/travel assistance exposure is a plus and English plus Mandarin is an advantage.