24/7 Roadside Support Coordinator (Empathetic)

Allianz Partners; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Benefits offered by this job

Shift allowance

Medical insurance

EPF contributions

Annual leave

Learning & development

Team culture

Career growth

Job summary

Allianz Partners Malaysia invites applications for a full-time Roadside Assistance Coordinator in Kuala Lumpur. You will be the primary contact for customers, arrange roadside services per policy coverage, and document each case meticulously while delivering empathetic support across Malaysia.

You will work a 24/7 rotating shift schedule in a collaborative team, ensuring timely, consistent service quality, while adapting to AI, data analytics, and cloud tools with a focus on data governance.

Qualifications

• Must have a Diploma or Degree in any field; fresh graduates are encouraged to apply.
• 1-2 years of experience in customer service or a call centre preferred; fresh graduates with strong communication are welcome.
• Background in insurance, medical, or travel assistance is an advantage.
• Bilingual with strong English; Mandarin or Chinese dialect skills are a plus.
• Proficient in Microsoft Office; comfortable with case management systems and multitasking.
• Strong communication, problem solving, and attention to detail; remain calm under pressure.
• Able to work 3 rotating shifts, including weekends and public holidays, in a 24/7 operation.
• Ability to adapt to AI, data analytics, and cloud-based tools with responsible data governance.

Responsibilities

• Handle inbound and outbound calls and written correspondence for Allianz Partners and client services.
• Assess customer needs, verify policy coverage, and arrange services and benefits per subscriber plan.
• Coordinate service providers like towing or on-site support; confirm ETAs and updates to resolution.
• Document all conversations, decisions, and actions in the case management system.
• Meet service-level targets across speed, quality, and empathy following procedures and guidelines.
• Collaborate within a team to ensure smooth handovers and consistent case handling.
• Escalate complex cases and support de-escalation to maintain customer confidence.
• Contribute to a positive team culture by sharing knowledge and supporting colleagues during peak periods.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Team collaboration

English fluency

Education

Diploma or Degree

Tools

Microsoft Office

Case management system

Job description

Allianz Partners Malaysia invites applications for a full-time Roadside Assistance Coordinator in Kuala Lumpur. You will be the primary contact for customers, arrange roadside services per policy coverage, and document each case meticulously while delivering empathetic support across Malaysia.

You will work a 24/7 rotating shift schedule in a collaborative team, ensuring timely, consistent service quality, while adapting to AI, data analytics, and cloud tools with a focus on data governance.