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

Allianz Malaysia Berhad; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Shift allowance

Job summary

Allianz Malaysia Berhad is seeking a Customer Service Associate for Roadside Assistance (ARSA) on a contract basis. You will deliver the Allianz Experience by addressing customer inquiries via phone, email, and social channels, with a focus on first contact resolution and empathy.

The role requires a degree in a related field, strong English and Bahasa Malaysia, and willingness to work in shifts. Fresh graduates are encouraged to apply, with shift allowance provided.

Qualifications

• Degree in a related field is required.
• Fresh graduates are encouraged to apply.
• English and Bahasa Malaysia proficiency is required.
• Mandarin is an added advantage.
• Strong communication skills with empathy.

Responsibilities

• Handle accident and roadside assistance inquiries via phone, email, mails, faxes, and social media.
• Provide first contact resolution where possible with basic troubleshooting and alternatives.
• Escalate unresolved issues to the appropriate unit or Customer Feedback Center.
• Take messages, transfer calls, and follow up as needed.
• Assist in customer onboarding including claims onboarding and survey calls.
• Educate customers on Allianz services available on portals or platforms.

Skills

English proficiency

Bahasa Malaysia

Communication skills

Empathy

Shift willingness

Education

Degree in related field

Tools

ChatGPT

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 escalated 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.

Join Us. Let's care for tomorrow.

Allianz began in Germany over 120 years ago in 1889. Today, Allianz is one of the world's leading insurers and financial services providers. Allianz provides its over 78 million customers worldwide a comprehensive range of services in the areas of property and casualty insurance, life and health insurance, and asset management. Allianz Malaysia Berhad (AMB) is part of the Allianz Group. AMB, an investment holding company has two wholly-owned subsidiaries - Allianz Life Insurance Malaysia Berhad(“Allianz Life”) and Allianz General Insurance Company (Malaysia) Berhad(“Allianz General”).

Allianz began in Germany over 120 years ago in 1889. Today, Allianz is one of the world's leading insurers and financial services providers. Allianz provides its over 78 million customers worldwide a comprehensive range of services in the areas of property and casualty insurance, life and health insurance, and asset management. Allianz Malaysia Berhad (AMB) is part of the Allianz Group. AMB, an investment holding company has two wholly-owned subsidiaries - Allianz Life Insurance Malaysia Berhad(“Allianz Life”) and Allianz General Insurance Company (Malaysia) Berhad(“Allianz General”).

What can I earn as a Customer Service Associate