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

Allianz Malaysia; Kuala Lumpur; On-site; MYR 28,000 - 50,000; Full time

Benefits offered by this job

Shift allowance

Job summary

Allianz Malaysia is seeking a Customer Service Associate to deliver the Allianz Experience at every interaction, understanding customer needs and exceeding expectations. The role emphasizes first contact resolution, proper escalation, and educating customers about services on our portal.

Fresh graduates are welcome; shift work with a shift allowance is provided, and familiarity with tools like ChatGPT is beneficial.

Qualifications

• Degree in a related field is required.
• Fresh graduates are encouraged to apply.
• More than one year of relevant experience in a contact center adds value.
• Proficiency in English and Bahasa Malaysia is required.
• Mandarin is an added advantage.
• Strong communication skills with clear and empathetic delivery.
• Familiarity with tools like ChatGPT for communication and problem solving.

Responsibilities

• Be the face of Allianz Malaysia with a strong focus on customer experience.
• Deliver high quality standards and service levels via phone, email, mails, faxes, and social media.
• Provide first contact resolution where possible through basic troubleshooting and alternatives.
• Escalate unresolved issues to the appropriate unit or Customer Feedback Center.
• Handle on/off phone tasks, messages, call transfers, and follow-up calls.
• Support customer onboarding, including claims onboarding and survey calls.
• Capture feedback and proactively escalate it for action.

Skills

Customer service

Communication

English language

Bahasa Malaysia

Education

Bachelor's/related degree

Tools

ChatGPT

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).

Disclaimer

Thank you for your interest in joining our team. Due to the high volume of applications we receive, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume that you have not been selected for this position.

Important:

All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions.

Note:

Allianz will not accept any forward unsolicited resumes from any source to our employees email other than directly from a candidate. We will not be responsible for any fees and charges impose.

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. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and 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. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

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.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.