Travel Assistance Coordinator, ANZ

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

Job Type: Permanent - Full Time

Location: Kuala Lumpur

Job Category: Call Centre and Customer Service

Job Description

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What You’ll Be Doing

You will support policyholders during travel disruptions and emergencies by coordinating timely assistance, managing complex cases, and working closely with internal teams and external service providers across the Australia and New Zealand region.

• 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 accurately documented.
• Coordinate with hospitals, medical providers, airlines, transport services, vendors and third‑party providers to support effective resolutions.
• Liaise with family members, emergency contacts and relevant authorities during active or sensitive cases.
• Provide 24/7 emergency assistance support for travellers experiencing medical issues, accidents, natural disasters or travel interruptions.
• Escalate complex cases appropriately and collaborate with internal teams including Claims, Medical, Customer Service and Finance.
• Ensure confidential information is handled in accordance with company, client and regulatory requirements.
• Maintain a calm, professional and empathetic approach when supporting customers in stressful or emotionally challenging situations.
• Participate in regular coaching sessions to support skill development, performance improvement and open communication.

What skills and experience you’ll bring on this journey:

You will have the resilience, communication skills and judgement needed to support customers effectively in time‑critical and emotionally sensitive situations.

• At least 2 years of customer service experience, ideally within travel, hospitality, insurance, assistance services or similar customer-focused environments.
• A diploma or equivalent qualification in any field; BCP or PGI certification is advantageous, or willingness to obtain these certifications.
• High proficiency in spoken and written English; experience supporting customers across the Australia and New Zealand markets is highly regarded.
• Willingness to work on a 24/7 rotational shift schedule.
• Proven ability to communicate clearly, professionally and empathetically in both verbal and written interactions.
• Strong active listening, interpersonal and problem‑solving skills, with the ability to assess customer needs and provide appropriate solutions.
• Demonstrated ability to remain calm under pressure, manage crises and de‑escalate emotionally sensitive situations.
• Experience reviewing supporting documentation and applying sound judgement to determine appropriate actions and outcomes.
• Strong organisational skills, attention to detail and the ability to effectively manage multiple priorities in a fast‑paced environment.
• A collaborative and customer‑focused approach, with strong computer literacy and confidence engaging with a range of stakeholders.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results‑orientation, and forward‑thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Career growth

This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Diversity and inclusion

We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

We Also Offer Some Fantastic Benefits Including

• Flexible working opportunities
• 16 days annual leave
• Personal and family health insurance coverage
• Life insurance
• Employee rewards and recognition schemes