Roadside Assistance Coordinator (Shift)

Allianz Partners; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Benefits offered by this job

Shift allowance

Medical insurance

EPF contributions

Annual leave

Learning & development

Team culture

Career growth

Job summary

Allianz Partners Malaysia invites applications for a full-time Roadside Assistance Coordinator in Kuala Lumpur. You will be the primary contact for customers, arrange roadside services per policy coverage, and document each case meticulously while delivering empathetic support across Malaysia.

You will work a 24/7 rotating shift schedule in a collaborative team, ensuring timely, consistent service quality, while adapting to AI, data analytics, and cloud tools with a focus on data governance.

Qualifications

• Must have a Diploma or Degree in any field; fresh graduates are encouraged to apply.
• 1-2 years of experience in customer service or a call centre preferred; fresh graduates with strong communication are welcome.
• Background in insurance, medical, or travel assistance is an advantage.
• Bilingual with strong English; Mandarin or Chinese dialect skills are a plus.
• Proficient in Microsoft Office; comfortable with case management systems and multitasking.
• Strong communication, problem solving, and attention to detail; remain calm under pressure.
• Able to work 3 rotating shifts, including weekends and public holidays, in a 24/7 operation.
• Ability to adapt to AI, data analytics, and cloud-based tools with responsible data governance.

Responsibilities

• Handle inbound and outbound calls and written correspondence for Allianz Partners and client services.
• Assess customer needs, verify policy coverage, and arrange services and benefits per subscriber plan.
• Coordinate service providers like towing or on-site support; confirm ETAs and updates to resolution.
• Document all conversations, decisions, and actions in the case management system.
• Meet service-level targets across speed, quality, and empathy following procedures and guidelines.
• Collaborate within a team to ensure smooth handovers and consistent case handling.
• Escalate complex cases and support de-escalation to maintain customer confidence.
• Contribute to a positive team culture by sharing knowledge and supporting colleagues during peak periods.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Team collaboration

English fluency

Education

Diploma or Degree

Tools

Microsoft Office

Case management system

Job description

Allianz Partners Malaysia is seeking a full-time Roadside Assistance Coordinator to join our 24/7 Roadside Assistance operations team in Kuala Lumpur. In this role, you will be a key point of contact for customers and subscribers when they need help most — handling inbound and outbound contacts, arranging roadside services in line with policy coverage, and ensuring every case is accurately documented and resolved with care. You will work on a rotating shift schedule as part of a collaborative team, playing a direct role in delivering timely, consistent, and empathetic support to our clients across Malaysia.

What You'll Do

• Handle inbound and outbound calls and written correspondence for Allianz Partners and client services
• Assess customer needs, verify policy coverage, and arrange services and benefits aligned to the subscriber's plan
• Coordinate service providers (e.g., towing, on-site support), confirm ETAs, and manage updates through to resolution
• Document all conversations, decisions, and actions accurately in the case management system
• Meet service-level targets across speed, quality, and empathy while following established procedures and guidelines
• Collaborate within a team environment to ensure smooth case handovers and consistent case handling
• Escalate complex cases appropriately and support de-escalation to maintain customer confidence
• Contribute to a positive team culture by sharing knowledge, supporting colleagues during peak periods, and upholding service standards across every shift

What You'll Bring

• Minimum Diploma or Degree in any field; fresh graduates are encouraged to apply
• 1-2 years of experience in customer service or a call centre environment is preferred; fresh graduates with strong communication skills are welcome
• Background in insurance, medical, or travel assistance is an advantage
• Effectively bilingual with strong spoken and written English; ability to converse in Mandarin and/or Chinese dialects is an added advantage
• Proficient in Microsoft Office; comfortable working with case management systems and multitasking between tools
• Strong communication, problem-solving, and attention to detail; calm and empathetic under pressure
• Able to work 3 rotating shifts, including weekends and public holidays, within a 24/7 operation (5 days per week)
• Ability to work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics, and cloud-based tools — using insights responsibly in line with data governance, security, and ethical use standards

What We Offer

• Full-time position based at Wisma UOA Centre, KLCC, Kuala Lumpur
• Shift allowance and KPI-based incentives
• Medical insurance coverage
• Employees Provident Fund (EPF) contributions
• Annual leave and public holiday entitlements in line with Malaysian employment standards
• Structured onboarding and ongoing learning & development opportunities
• A collaborative, inclusive team culture within a globally recognised insurance and assistance group
• Opportunity to grow your career across Allianz Partners' diverse service lines and geographies

Who We Are

Allianz Partners Malaysia is part of Allianz Partners, a world-leading provider of assistance, travel insurance, and automotive services operating in over 75 countries. In Malaysia, we deliver roadside assistance, motor extended warranty, and a broad range of assistance solutions to customers and business partners. As part of the broader Allianz Group — one of the world's largest insurance and asset management companies, serving over 125 million customers globally — we combine global expertise with local knowledge to deliver meaningful support when it matters most. Our Kuala Lumpur team operates around the clock, ensuring customers across Malaysia receive the help they need, whenever they need it.

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 are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future - for our customers and for 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. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. 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.