Customer Service Associate - Roadside Assistance (ARSA)

Allianz Malaysia; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading insurance company in Kuala Lumpur seeks a Customer Service Associate who excels in delivering top-tier customer experiences. The successful candidate will manage customer inquiries across various channels and ensure high service standards. Candidates must hold a degree and demonstrate strong communication skills in English and Bahasa Malaysia. Fresh graduates are welcome to apply, and proficiency in Mandarin is advantageous. This role requires a willingness to work shifts, providing an opportunity to contribute to customer satisfaction and loyalty.

Qualifications

• Fresh graduates are encouraged to apply.
• More than one year of relevant working experience in a contact center is an added advantage.
• Willingness to work in shifts.

Responsibilities

• Deliver high-quality customer service via various channels.
• Provide first contact resolution and escalate unresolved issues.
• Proactively educate customers about available services.

Skills

Strong communication skills

Proficiency in English and Bahasa Malaysia

Ability to speak Mandarin

Familiarity with tools like 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.

Responsibilities

• 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 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.

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).

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’s 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.