Travel Assistance Coordinator, ANZ

Cover-More; Kuala Lumpur; Hybrid; MYR 36,000 - 48,000; Full time

Job summary

A leading travel insurance provider is seeking a customer service professional in Kuala Lumpur. The role involves assisting policyholders, managing inquiries, and ensuring documentation of interactions. The ideal candidate has at least 2 years of experience in customer service. This position offers flexibility and opportunities for career growth within a diverse and inclusive environment.

Benefits

Job flexibility

Career growth opportunities

Volunteer leave and parental leave

Qualifications

• Minimum 2 years of customer service experience, ideally in travel.
• Proven ability to manage customer interactions effectively.
• Experience with Australia/New Zealand markets is a plus.

Responsibilities

• Assist policyholders with information and solutions.
• Manage customer calls and cases about lost items and travel issues.
• Oversee workload distribution during shifts.

Skills

Customer service experience

Strong communication skills

Analytical skills

Multitasking abilities

Crisis management

Education

Diploma or equivalent qualification

Job description

Overview

Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24 / 7 support to help travelers navigate unexpected circumstances that may disrupt their plans.

As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.

What’s the job?

• You will assist policyholders by providing accurate information and suitable solutions to their inquiries.
• Handle customer calls and manage cases involving lost items, travel disruptions, medical assistance, evacuations, and legal referrals.
• Share policy details, claims updates, and renewal information with customers and service providers.
• Conduct follow-ups for complex cases and ensure all interactions are well documented.
• Coordinate with vendors, third parties, and family members to support ongoing cases.
• Oversee workload distribution within the shift and ensure seamless handovers between shifts.
• Support ad-hoc tasks and projects as assigned by Team Leaders.

What are we looking for?

• You will have a minimum 2 years of relevant customer service experience, ideally in the travel industry, with a diploma or equivalent qualification.
• Fresh graduates passionate about customer service are welcomed to apply.
• Prior experience serving the Australia and New Zealand markets would be advantageous.
• Fresh graduates with strong communication, analytical, and multitasking abilities who are passionate about helping customers are encouraged to apply.
• Willingness to work in 24 / 7 rotational shifts.
• Strong written and verbal communication skills, with proven experience in managing customer interactions at a senior or supervisory level.
• Excellent active listening and analytical skills to understand client needs and offer effective solutions.
• Proficiency in communication, phone handling, and computer use.
• Ability to think critically, resolve complex problems, manage crises, and communicate with empathy.
• Experience reviewing medical and supporting documents, and handling vendor or airline communications.
• Ability to stay calm under pressure, de-escalate conflict, and manage high-stress situations.
• Highly organized, detail-oriented, and capable of multitasking effectively.

Why choose us?

We value optimism, caring, togetherness, reliability, and determination.

We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let’s go great places together !

LI-Hybrid