Customer Operations Specialist (Warranty Services)

Allianz Partners; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Medical coverage

Annual leave & public holidays

Structured onboarding & learning

On-site work in KLCC

Job summary

Allianz Partners Malaysia is seeking a full-time Customer Operations Specialist (Warranty Services) in Kuala Lumpur. You will bridge customers, repairers, dealers and internal teams to handle warranty enquiries, claims and cases with accuracy and care.

Join a fast-paced service team in an on-site role, Monday–Friday, 9am–6pm, with salary, medical coverage and annual leave benefits. Grow within a global insurance and assistance group while delivering exceptional customer experiences.

Qualifications

• Diploma or Bachelor's Degree is an advantage, or equivalent work experience
• Minimum 3 years of experience in customer service, call centre operations, or claims administration
• Experience in insurance, warranty or service operations is a plus

Responsibilities

• Handle inbound and outbound calls from customers, dealers, workshops and partners in a professional manner
• Respond to warranty coverage, claim status, policy benefits and processes
• Coordinate and follow up on customer requests and escalations to ensure timely resolution
• Maintain accurate records in internal systems and databases
• Support day-to-day operations to meet service level commitments
• Assist with claims administration, document review, case registration, and information gathering
• Collaborate with claims, operations and business partners to ensure smooth case management
• Provide backup support across call handling and operational functions during peak periods

Skills

Customer-focused

Strong communication

Problem-solving

Organisational skills

Independent worker

Escalation handling

Team collaboration

Fast-paced service

Education

Diploma or Bachelor's Degree

Tools

CRM systems

Microsoft Office

Job description

Allianz Partners Malaysia is looking for a full-time Customer Operations Specialist (Warranty Services) to join our MDDR and Motor Extended Warranty operations team in Kuala Lumpur, Malaysia, working in an on-site, Monday-Friday environment. In this role, you will be the vital link between customers, repairers, dealers, and internal teams - ensuring every warranty enquiry, claim, and case is handled with professionalism, accuracy, and care. If you thrive in a fast-paced service environment and take pride in delivering seamless customer experiences, this is the role for you.

What You'll Do

• Handle inbound and outbound calls from customers, dealers, workshops, and business partners in a professional and timely manner
• Respond to enquiries relating to warranty coverage, claim status, policy benefits, and operational processes
• Coordinate and follow up on customer requests, complaints, and case escalations to ensure timely resolution
• Maintain accurate records and updates within internal systems and databases
• Support day-to-day operational activities to ensure service level commitments are achieved
• Assist with claims administration, document review, case registration, and information gathering
• Work closely with claims, operations, and business partners to ensure smooth case management and a positive customer experience
• Support MDDR and Motor Extended Warranty operational activities as assigned
• Monitor and follow up on pending cases to ensure timely closure and customer updates
• Identify process improvement opportunities and elevate operational concerns when necessary
• Ensure compliance with internal policies, procedures, and quality standards
• Provide backup support across call handling and operational functions during peak periods or business requirements

What You'll Bring

• A Diploma or Bachelor's Degree in any discipline is an advantage, though candidates with equivalent work experience are equally welcome to apply
• Minimum 3 years of experience in customer service, call centre operations, claims administration, or a related function
• Experience in insurance, warranty, automotive, assistance, or service operations is an added advantage
• Strong communication skills with the ability to interact effectively with customers, dealers, and internal stakeholders
• Customer-focused mindset with strong problem-solving skills and a sense of case ownership
• Good organisational skills and the ability to manage multiple tasks simultaneously
• Comfortable handling both telephone and administrative responsibilities in a fast-paced environment
• Proficient in Microsoft Office applications
• Ability to work independently with minimal supervision
• Experience handling customer escalations is an added advantage
• Positive, collaborative attitude with a willingness to learn and grow across both operational and claims-related functions
• Familiarity with AI-powered tools or digital workflow platforms (e.g., CRM systems, automated case management tools) is a plus

What We Offer

• Full-time, on-site role based in Kuala Lumpur (KLCC), Monday to Friday, 9am-6pm
• Competitive salary and performance-based incentives
• Medical and hospitalisation coverage
• Annual leave and public holiday entitlements in line with Malaysian employment standards
• Structured onboarding and ongoing learning & development opportunities
• A collaborative, inclusive team culture within a globally recognised insurance and assistance group
• Opportunity to grow your career across Allianz Partners' diverse service lines and geographies

Who We Are

Allianz Partners Malaysia is part of Allianz Partners, a world-leading provider of assistance, travel insurance, and automotive services operating in over 75 countries. In Malaysia, we deliver warranty, motor extended warranty, and assistance solutions to customers and business partners across the automotive and insurance sectors. As part of the broader Allianz Group - one of the world's largest insurance and asset management companies, serving over 125 million customers globally - we combine global expertise with local knowledge to deliver meaningful support when it matters most. Our Kuala Lumpur team is at the heart of our regional operations, working every day to make a real difference for customers and partners across Malaysia and Southeast Asia.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future - for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us. Let's care for tomorrow.