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

Allianz; Kuala Lumpur; On-site; Confidential; Full time

Benefits offered by this job

Shift allowance

Job summary

Allianz in Malaysia is seeking a Customer Service Associate to deliver the Allianz Experience across interactions. You will focus on understanding customer needs and exceeding expectations while upholding Allianz values.

The role involves handling inquiries via phone, email, and social media, resolving issues, onboarding customers for claims, and promoting loyalty. Fresh graduates are welcome and a shift allowance is provided.

Qualifications

• 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).

Responsibilities

• Be the face of Allianz - deliver high quality standards and service level to customers, agents and colleagues via phone, email, mail, fax and social media.
• Provide first contact resolution (FCR) when possible with basic troubleshooting and appropriate alternatives.
• Escalate unresolved complaints to the respective unit or Customer Feedback Center for resolution.
• Handle on- and off-telephone tasks such as message taking, call transfers, and callbacks.
• Participate in customer onboarding including Claims onboarding and survey calls.
• Recover service lapses to promote customer loyalty.
• Capture customer feedback and elevate to the responsible person for review.
• Educate customers on services available on the customer portal or relevant platforms.

Skills

Customer service

Communication

Bilingual (English & BM)

Mandarin (adv)

Shift work readiness

Education

Bachelor's degree

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 trouble shooting 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 elevate 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).