Customer Service Associate - Roadside Assistance (ARSA) Shift - Contract

Allianz Malaysia; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

Allianz Malaysia is seeking a Customer Service Associate in Kuala Lumpur to enhance customer experience through high-quality service. Responsibilities include handling customer inquiries, troubleshooting, and providing first contact resolutions.

The ideal candidate holds a relevant degree, has strong communication skills in English and Bahasa Malaysia, and is willing to work shifts. Familiarity with tools like ChatGPT is a plus. Fresh graduates are encouraged to apply.

Qualifications

• Proficiency in writing and speaking clearly in English and Bahasa Malaysia is required.
• Mandarin speaking ability is an added advantage.
• More than one year of relevant experience in a contact center is preferred.

Responsibilities

• Deliver high-quality customer service and handle inquiries via various communication channels.
• Provide first contact resolution and escalate unresolved complaints appropriately.
• Educate customers on available services and promote customer loyalty.

Skills

Customer experience focus

Strong communication skills

Proficiency in English and Bahasa Malaysia

Familiarity with ChatGPT

Education

Degree in a related field

Job description

Are you inspired by getting the best solution for your customer?

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

You’ll Be Responsible For

• Be the face of Allianz - possess strong focus on customer experience; deliver high quality standards and service level to serve the existing customer to handle accident (and road side assistance) and other inquiries via phone calls including emails, mails, faxes and/or social media
• Responsible to provide first contact resolution (FCR) when possible, by providing basic troubleshooting and offer appropriate alternative
• Responsible to perform proper escalation including unresolved complaints to respective unit or Customer Feedback Center for resolution
• 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
• Participate in customer on-boarding including but not limited to Claims on boarding; survey calls etc.
• Recover service lapses to promote customers’ loyalty.
• Capture customer feedback and systematically escalate them to respective person-in-charge for review and action.
• Proactively educate customers on our services available on the customer portal or any other relevant platforms which could benefit customer.

Important To Your Success

• Degree in a related field is required.
• Fresh graduates are encouraged to apply.
• More than one year of relevant working experience in a contact center environment is an added advantage.
• Proficiency in writing and speaking clearly and concisely in English and Bahasa Malaysia is required.
• Ability to speak Mandarin is an added advantage.
• Strong communication skills with the ability to convey information clearly and empathetically.
• Familiarity with tools like ChatGPT for enhancing communication and problem solving
• Willingness to work in shifts (shift allowance provided).

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.