Customer Operations Executive, APAC

Cover-More Group; Kuala Lumpur; On-site; MYR 40,000 - 64,000; Full time

Benefits offered by this job

Flexible working opportunities

16 days annual leave

Personal and family health insurance

Life insurance

Employee rewards and recognition

Job summary

Zurich Cover-More in Kuala Lumpur is seeking a customer-focused Call Centre and Customer Service professional to support Travel Guard policy servicing and claims inquiries. You will handle calls and emails, provide guidance on coverage, and maintain accurate records with empathy and professionalism.

Requirements include a Diploma or Degree, 2–3 years in customer service, and fluency in English and Malay; Mandarin is a plus.

Qualifications

• Diploma or Degree in any discipline, or equivalent relevant work experience.
• Minimum 2–3 years of experience in customer service, ideally within a call centre, insurance or travel assistance environment.
• English proficiency highly required; Malay required; Mandarin a plus.

Responsibilities

• Serve as the first point of contact for policyholders, agents and brokers, handling policy servicing and claims-related inquiries.
• Manage interactions via phone and email, including endorsements, renewals, cancellations and claims inquiries.
• Provide guidance on policy benefits, coverage and claims procedures to keep customers informed.
• Review and register claims, handle general inquiries and escalate where needed to claims adjusters.
• Guide customers through claims process, updates and follow-up requirements with empathy.
• Maintain accurate customer, policy and claims information in internal systems.

Skills

Customer service

Communication

English proficiency

Malay proficiency

Mandarin language skills

Problem solving

Education

Diploma or Degree

Tools

CRM software

Job description

Job Category: Call Centre and Customer Service,Insurance & Superannuation

Job Description

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers.

Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans.Travel Guard became part of Zurich Cover-More in December 2024.

What you’ll be doing:

You will serve as the first point of contact for policyholders, agents and brokers, delivering accurate, timely and customer-focused support across travel insurance policy servicing and claims-related enquiries.

• Manage customer interactions across phone and email channels, supporting policy servicing activities including endorsements, renewals, cancellations and claims-related enquiries.
• Provide clear guidance on policy benefits, coverage, claims procedures and next steps, ensuring customers remain informed throughout their journey.
• Review and register claims, manage general enquiries and escalated cases to claims adjusters where appropriate.
• Guide customers through claim submissions, status updates and follow-up requirements with professionalism and empathy.
• Handle complex or escalated customer requests using sound judgement and a customer-centric approach.
• Maintain accurate and timely customer, policy and claims information within internal systems, including establishing initial claim reserves where required.
• Collaborate closely with Claims, Complaints, Quality & Training, Zurich Insurance and Travel Guard teams to support efficient customer outcomes.
• Conduct outbound follow-up calls and correspondence to ensure timely resolution of servicing and claims-related requests.
• Identify recurring issues and process improvement opportunities that enhance customer experience and operational efficiency.
• Ensure all customer interactions are completed in accordance with company policies, partner requirements, regulatory obligations and service standards.

What skills and experience you’ll bring on this journey:

You will have strong customer service capability, attention to detail and communication skills, along with the ability to deliver exceptional service in a fast‑paced and regulated environment.

• A Diploma or Degree in any discipline, or equivalent relevant work experience.
• Minimum 2–3 years of experience in customer service, ideally within a call centre, insurance, travel assistance, financial services or other customer-focused environment.
• BCP PGI certification or a willingness to earn these certifications.
• Demonstrated ability to deliver high‑quality customer service, particularly within fast‑paced or regulated industries.
• Strong command of English (spoken and written); proficiency in Malay is required and Mandarin language skills will be highly regarded.
• Proven capability to manage both written and verbal customer interactions with professionalism, empathy and clarity.
• Strong interpersonal, communication, telephone and computer skills.
• Confidence managing inbound and outbound customer interactions, including escalations and sensitive enquiries.
• Strong problem‑solving capability, with the ability to investigate issues, exercise sound judgement and identify practical solutions.
• High attention to detail and accuracy when managing customer records, claims registrations and system updates.
• A proactive, customer‑focused mindset, with the ability to remain calm, professional and courteous when managing urgent or challenging situations.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results‑orientation, and forward‑thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

We also offer some fantastic benefits including:

• Flexible working opportunities
• 16 days annual leave
• Personal and family health insurance coverage
• Life insurance
• Employee rewards and recognition schemes