Customer Service Officer - Inbound Call (Contract)

Allianz Malaysia Berhad; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

Allianz Malaysia Berhad is seeking a Customer Service Officer (Inbound Call) on a contract basis. The role focuses on delivering the Allianz Experience through exceptional customer service across calls, emails, and social channels.

You will resolve issues on the first contact when possible and escalate appropriately to resolve complaints. The ideal candidate holds a Bachelor’s degree or higher, with English and Bahasa Malaysia proficiency.

Qualifications

• Bachelor's Degree, Post Graduate Diploma or Professional Degree in any field.
• Fresh Graduates are encouraged to apply.
• Fluency in English, Bahasa Malaysia and/or additional language is an added advantage.

Responsibilities

• Deliver Allianz Experience at every interaction with customers, agents and colleagues.
• Provide first contact resolution (FCR) and proper escalation when needed.
• Handle inquiries via phone, email, mail, fax or social media within agreed deadlines.
• Maintain confidentiality and comply with data privacy requirements.
• Educate customers on services available on portals and platforms.
• Assist in onboarding and follow up to promote customer loyalty.

Skills

Communication

Customer service

Active listening

Multitasking

Bilingual English/Bahasa Malaysia

Adaptability

Education

Bachelor's degree

Postgraduate diploma

Professional degree

Tools

ChatGPT

Job description

Customer Service Officer - Inbound Call (Contract)

Do you want to work in a high-trust culture where you’ll feel empowered to make decisions that result in impact?

As a Customer Service Officer, 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 elevate 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:

Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.

Fresh Graduates are encouraged to apply.

Relevant working experience, ideally as call center staff or in a similar position is an added advantage.

Fluency in English, Bahasa Malaysia and/or additional language is added advantage. (e.g. To support Mandarin-speaking customers & agents).

Exceptional communication, interpersonal, and rapport-building skills.

Strong active listening abilities.

Excellent judgment and critical thinking skills.

Superior organizational, time management, and multitasking capabilities.

Patient and empathetic demeanor.

High adaptability and flexibility.

Willingness to work in Plaza Sentral, KL Sentral (accessible via public transport).

Familiarity with AI tools like ChatGPT or Copilot is an added advantage.

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 anyfees and charges impose.

Let's care for tomorrow. For challenging business as usual.

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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”).