Customer Service Officer - Inbound Call Center

Allianz Malaysia; Kuala Lumpur; On-site; MYR 30,000 - 42,000; Full time

Job summary

A leading insurance company in Kuala Lumpur seeks a Customer Service Associate to enhance customer satisfaction through effective communication. The ideal candidate should be fluent in English, Bahasa Malaysia, and Mandarin, and possess excellent interpersonal skills. A Bachelor's Degree is required, and fresh graduates are encouraged to apply. The role includes managing customer inquiries and feedback, ensuring high service standards, and participating in onboarding activities.

Qualifications

• Customer Service Associate role requires at least a Bachelor's Degree.
• Fresh Graduates are encouraged to apply.
• Experience in call centers is an advantage.
• Must support Mandarin speaking customers.
• Strong time management and multitasking skills.

Responsibilities

• Deliver high quality customer experience and service.
• Own customer complaints and drive resolution.
• Educate customers on available services.
• Capture and escalate customer feedback.
• Participate in customer onboarding activities.

Skills

Fluent in English

Fluent in Bahasa Malaysia

Fluent in Mandarin

Active listening

Excellent communication skills

Education

Bachelor’s Degree or higher

Tools

AI tools like ChatGPT

Job description

Overview

Does customer satisfaction inspire you? 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 within the agreed TAT and with the objective of achieving highest level of customer satisfaction.
• Responsible to provide first contact resolution (FCR) when possible by providing basic trouble shooting and offer appropriate alternative. When it is not possible, own customer’s complaints and work closely with respective problem owner to drive resolution.
• Responsible to perform proper escalation including unresolved complaints to respective unit or Customer Feedback Center for resolution and adhere to Allianz’s Complaint Governance.
• 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; reporting and respond in a timely manner to ensure customer satisfaction.
• You are to participate in customer on-boarding including but not limited to Claims on boarding; survey calls etc.
• Proactively 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.
• Compliant to company’s standard and policies; as well as regulatory guidelines.
• Continuously and proactively improve on product knowledge for Allianz Life and General.
• Maintain confidentiality of all information according to data privacy requirement.
• Undertake other duties and assignments assigned by the management as and when required.

Important To Your Success

• Candidate must possess at least a Bachelor’s Degree, Post Graduate Diploma, Professional Degree, any field.
• Fresh Graduates are encouraged to apply.
• Candidate with working experience in the related field and proven experience as call center are added advantage.
• Able to speak and write fluently in English, Bahasa Malaysia and Mandarin (as this role require to support mandarin speaking customers & agents)
• Active listener with excellent communication, interpersonal and rapport building skills.
• Sound judgement and critical thinking.
• Outstanding organizational, strong time management and multitasking abilities.
• A patient and empathetic attitude.
• Adaptability and flexibility.
• Applicants must be willing to work in Plaza Sentral,KL Sentral.
• Preferably Entry Level (Fresh Grads) / Junior Executives specializing in Customer Service or equivalent.
• Contract position(s) available
• Ability to leverage AI tools like ChatGPT for automating routine tasks and enhancing productivity

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.