Customer Service Officer

Allianz; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance company in Kuala Lumpur is seeking a Customer Service Officer for their inbound call center. The role focuses on delivering exceptional customer service and requires fluency in English, Bahasa Malaysia, and Mandarin. Responsibilities include resolving customer inquiries, educating customers about services, and ensuring customer satisfaction. Fresh graduates are welcome to apply; contract positions are available. Join a company that values their employees and offers a supportive work environment.

Qualifications

• Possess at least a Bachelor's Degree or equivalent.
• Fresh Graduates are encouraged to apply.
• Experience in a call center is an advantage.
• Able to support Mandarin-speaking customers.

Responsibilities

• Provide high-quality customer service during inbound calls.
• Resolve customer complaints efficiently.
• Educate customers on available services.
• Participate in customer onboarding.

Skills

Fluent in English

Fluent in Bahasa Malaysia

Fluent in Mandarin

Active listener

Excellent communication

Interpersonal skills

Problem-solving

Organizational skills

Time management

Adaptability

Education

Bachelor's Degree or equivalent

Tools

AI tools (e.g., ChatGPT)

Job description

Overview

Customer Service Officer - Inbound Call Center - Contract. 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 is 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 existing customers 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.
• Provide first contact resolution (FCR) where possible by basic troubleshooting and offering appropriate alternatives. When not possible, own customer complaints and work closely with the respective problem owner to drive resolution.
• Perform proper escalation for unresolved complaints to the respective unit or Customer Feedback Center and adhere to Allianz\'s Complaint Governance.
• Perform other on- and off-telephone tasks including but not limited to taking messages, call transfers and holds, providing callbacks and follow-up calls; report and respond in a timely manner to ensure customer satisfaction.
• Participate in customer onboarding including but not limited to Claims onboarding; survey calls, etc.
• Proactively recover service lapses to promote customers\' loyalty.
• Capture customer feedback and escalate it to the respective person-in-charge for review and action.
• Educate customers on services available on the customer portal or other relevant platforms which could benefit customers.
• Comply with company standards and policies, as well as regulatory guidelines.
• Continuously and proactively improve product knowledge for Allianz Life and General.
• Maintain confidentiality of all information according to data privacy requirements.
• Undertake other duties and assignments as required by management.

Important to your success

• Candidate must possess at least a Bachelor\'s Degree, Post Graduate Diploma, Professional Degree, or any field.
• Fresh Graduates are encouraged to apply.
• Candidate with working experience in the related field and proven experience as call center is an advantage.
• Able to speak and write fluently in English, Bahasa Malaysia and Mandarin (as this role requires support for Mandarin-speaking customers & agents).
• Active listener with excellent communication, interpersonal and rapport-building skills.
• Sound judgement and critical thinking.
• Outstanding organizational, 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.

Disclaimer and notices

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.

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

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 imposed.

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.

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.