Global Travel Assistance Coordinator

Zurich Cover-More; Kuala Lumpur; On-site; MYR 54,000 - 71,000; Full time

Benefits offered by this job

Flexible working opportunities

16 days annual leave

Personal and family health insurance

Life insurance

Employee rewards and recognition

Job summary

Zurich Cover-More is seeking a dedicated Call Centre & Customer Service professional in Kuala Lumpur to assist policyholders during travel disruptions and emergencies, coordinating with internal teams and external providers across Australia and New Zealand.

You will respond to inquiries, provide policy details, manage cases, and liaise with hospitals, airlines, and authorities, while maintaining confidentiality and high empathy in time-critical situations.

Qualifications

• At least 2 years of customer service experience in travel, hospitality, insurance or similar fields.
• Diploma or equivalent qualification; BCP or PGI certification is advantageous.
• High proficiency in spoken and written English; AU/NZ market experience is valued.
• Willingness to work on a 24/7 rotational shift schedule.
• Proven ability to communicate clearly, professionally and empathetically.
• Strong listening, interpersonal and problem-solving skills.

Responsibilities

• Respond to policyholder enquiries and casework related to travel disruptions, lost belongings, medical assistance and legal referrals.
• Provide clear, accurate information on policy coverage, claims processes and next steps to customers and service partners.
• Manage inbound calls and ongoing case follow-ups, ensuring all interactions and actions are documented.
• Coordinate with hospitals, medical providers, airlines, transport services, vendors and third-party providers to support resolutions.
• Liaise with family members, emergency contacts and authorities during active or sensitive cases.
• Provide 24/7 emergency assistance support for travellers experiencing medical issues, accidents, disruptions.
• Escalate complex cases appropriately and collaborate with Claims, Medical, Customer Service and Finance.
• Ensure confidential information is handled in accordance with requirements.
• Maintain a calm, professional and empathetic approach in stressful situations.
• Participate in regular coaching sessions to support skill development and performance.

Skills

Customer service

Communication skills

Empathy

Time management

Education

Diploma or equivalent qualification

BCP or PGI certification (advantageous)

Tools

Computer literacy

Job description

Zurich Cover-More is seeking a dedicated Call Centre & Customer Service professional in Kuala Lumpur to assist policyholders during travel disruptions and emergencies, coordinating with internal teams and external providers across Australia and New Zealand.

You will respond to inquiries, provide policy details, manage cases, and liaise with hospitals, airlines, and authorities, while maintaining confidentiality and high empathy in time-critical situations.