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

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

Job summary

A leading insurance company in Kuala Lumpur is seeking a Customer Service Associate to enhance customer engagement through various communication channels. The role requires delivering exceptional service, addressing customer inquiries effectively, and providing first contact resolution. Qualified candidates will have a degree in a related field, with strong communication skills in English and Bahasa Malaysia. Fresh graduates are encouraged to apply. Shift work is required, with suitable compensation provided.

Qualifications

• Fresh graduates are encouraged to apply.
• More than one year of relevant working experience is an advantage.

Responsibilities

• Deliver high-quality customer experience.
• Handle inquiries via phone calls, emails, and social media.
• Provide first contact resolution and escalate issues when necessary.
• Educate customers about available services.

Skills

Strong communication skills

Proficiency in English

Proficiency in Bahasa Malaysia

Ability to speak Mandarin

Familiarity with tools like ChatGPT

Education

Degree in a related field

Job description

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

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 roadside 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 it 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 the 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.

The 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).

DisclaimerThank 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.

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.

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