Customer Service Officer - Inbound Call Center

Allianz Malaysia; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

Join a forward-thinking company as a Customer Service Associate, where your passion for customer satisfaction will shine. You will be at the forefront of delivering exceptional service, addressing inquiries, and resolving issues while embodying the company's values. This role offers a chance to engage with diverse customers and contribute to a supportive environment that values inclusivity and personal growth. If you are eager to make a difference and thrive in a dynamic setting, this opportunity is perfect for you.

Qualifications

• Bachelor's Degree or equivalent in any field is required.
• Fresh graduates are encouraged to apply.

Responsibilities

• Deliver high-quality service to handle customer inquiries across various channels.
• Proactively recover service lapses to foster customer loyalty.

Skills

Active Listening

Communication Skills

Interpersonal Skills

Critical Thinking

Organizational Skills

Multitasking

Empathy

Education

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Job description

64896 | Customer Services & Claims | Professional | [[custPositionClusterCSB]] | Allianz Malaysia | Full-Time | Temporary

Job Summary

As a Customer Service Associate, your role is to deliver the Allianz Experience at every interaction. You will embody Allianz Values by providing excellent service to customers, agents, and colleagues. Your passion for understanding customer needs and exceeding their expectations is key to success in this role.

Key Responsibilities

1. Be the face of Allianz—focus on customer experience; deliver high-quality service to handle inquiries related to accidents, roadside assistance, and other concerns via phone, email, mail, fax, or social media within the agreed TAT, aiming for the highest customer satisfaction.
2. Provide first contact resolution (FCR) when possible by troubleshooting basic issues and offering alternatives. Own customer complaints when resolution isn't immediate and collaborate with relevant teams to resolve issues.
3. Escalate unresolved complaints to the appropriate unit or Customer Feedback Center in accordance with Allianz’s Complaint Governance.
4. Perform additional tasks such as taking messages, call transfers, callbacks, follow-ups, and timely reporting to ensure customer satisfaction.
5. Participate in customer onboarding processes, including claims onboarding and survey calls.
6. Proactively recover service lapses to foster customer loyalty.
7. Capture and escalate customer feedback for review and action.
8. Educate customers on available services through the customer portal or other platforms.
9. Adhere to company standards, policies, and regulatory guidelines.
10. Continuously improve product knowledge related to Allianz Life and General insurance.
11. Maintain confidentiality of all information in compliance with data privacy requirements.
12. Perform other duties as assigned by management.

Key Requirements

1. Possess at least a Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
2. Fresh graduates are encouraged to apply.
3. At least 1 year of relevant experience, preferably in a call center or similar environment.
4. Fluent in English, Bahasa Malaysia, and Mandarin, both spoken and written, to support Mandarin-speaking customers and agents.
5. Excellent active listening, communication, interpersonal, and rapport-building skills.
6. Sound judgment and critical thinking abilities.
7. Strong organizational skills with the ability to multitask and manage time effectively.
8. Patient and empathetic attitude.
9. Flexible and adaptable to changing circumstances.
10. Willing to work at Plaza Sentral, KL Sentral.
11. Preferably entry-level or junior executive with experience in customer service or related fields.
12. Contract positions are available.

At Allianz, we value diversity and inclusivity and are proud to be an equal opportunity employer. We welcome applications from all backgrounds, regardless of ethnicity, age, gender, religion, disability, or sexual orientation. We promote a diverse workforce and encourage employees to gain varied skills through rotational opportunities across functions, entities, and geographies within Allianz.