Travel Assistance Coordinator, SEA

Cover-More; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A global travel insurance provider in Kuala Lumpur is seeking a Customer Service Executive. The ideal candidate will have at least 2 years of experience in customer service within the travel industry, with fluency in English, Mandarin, and Malay. Responsibilities include assisting policyholders, managing calls about travel disruptions, and coordinating with vendors during active cases. Join a dynamic team that values optimism, reliability, and diverse perspectives while maintaining work-life balance through a hybrid work model.

Benefits

Hybrid work model

Leave benefits

Paid parental leave

Volunteer leave

Qualifications

• Minimum of 2 years experience in customer service, preferably in the travel industry.
• Fluency in English, Mandarin, and Malay.
• Proven ability to manage customer interactions effectively.

Responsibilities

• Assist policyholders with accurate information and solutions.
• Manage customer calls regarding travel disruptions.
• Coordinate with vendors during active cases.

Skills

Customer interaction

Problem-solving

Communication skills

Analytical ability

Interpersonal communication

Organizational skills

Education

Diploma or equivalent qualification

BCP & PGI certification

Job description

Job Description

Let’s grow together!

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 offering appropriate solutions to their inquiries.
• Manage customer calls and casework involving lost luggage or documents, travel disruptions, medical assistance and evacuation, and legal referrals.
• Provide policy details, claims information, and renewal updates to customers and service providers.
• Schedule and conduct follow‑up calls for complex cases, ensuring thorough documentation of all interactions.
• Coordinate with vendors, third parties, and family members during active cases.
• Lead workload distribution during assigned shifts and ensure effective handover of all active cases to the next shift.
• Support Team Leaders by performing ad‑hoc tasks and special projects as needed.

What are we looking for?

• You will have a minimum of 2 years of relevant experience in customer service, preferably in the travel industry, supported by a diploma or equivalent qualification.
• A BCP & PGI certification.
• Fluency in English, Mandarin, and Malay, with a readiness to work in shifts.
• Proven ability to manage customer interactions with excellent written and verbal communication skills, especially in a senior executive or supervisory capacity.
• Strong active listening skills and analytical ability to assess client needs and deliver effective solutions.
• Proficiency in interpersonal communication, telephone handling, and computer applications.
• The ability to reason effectively, solve complex problems, manage crises, and communicate empathetically.
• Strong problem‑solving skills for reviewing medical and supporting documents from clients and service providers.
• Experience managing communications and negotiations with vendors and airlines.
• Ability to stay calm under pressure, resolve conflicts, and support clients in high‑stress situations.
• High attention to detail, excellent organizational skills, and the ability to multitask efficiently.

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 round. Our hybrid approach ensures our employees maintain work‑life balance with the flexibility of 3 days in the office and 2 days working from home.

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 encourage you to take the time you need when you need it. 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!