Warranty Operations Agent

Jobtailor; Kuala Lumpur; On-site; MYR 54,000 - 80,000; Full time

Job summary

Jobtailor in Malaysia seeks a seasoned customer service professional to manage inquiries across warranty, claims, and service operations. You will coordinate investigations, update records, and ensure timely resolutions while maintaining high service standards.

The role emphasizes process improvement, collaboration with partners, and data-driven decision making in an AI-enabled environment. Ideal candidates bring strong communication and multitasking abilities.

Qualifications

• Diploma or Bachelor's Degree in any discipline.
• Minimum 3 years of experience in customer service, call centre, operations, claims administration, or related functions.
• Experience in insurance, warranty, automotive, assistance, or service operations would be an added advantage.
• Strong communication skills with the ability to interact effectively with customers, dealers, and internal stakeholders.
• Customer-focused mindset with strong problem-solving and case ownership abilities.
• Good organisational skills and ability to manage multiple tasks simultaneously.
• Comfortable handling both telephone and administrative tasks in a fast-paced environment.
• Proficient in Microsoft Office applications.
• Ability to work independently with minimal supervision.
• Positive attitude with willingness to learn and support both operational and claims-related activities.
• Experience in handling customer escalations would be an added advantage.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with standards of data governance, security and ethical use

Responsibilities

• Handle inbound and outbound calls from customers, dealers, workshops, and business partners.
• Respond to enquiries about warranty coverage, claim status, policy benefits, and operational processes.
• Coordinate and follow up on customer requests, complaints, and case escalations.
• Maintain accurate records and updates within internal systems and databases.
• Support day-to-day operational activities and service level commitments.
• Assist with claims administration, document review, case registration, and information gathering.
• Collaborate with claims, operations, and business partners on case management and customer experience.
• Support MDDR and Motor Extended Warranty operational activities.
• Monitor pending cases to ensure timely closure and customer updates.
• Identify process improvement opportunities and escalate operational concerns.
• Ensure compliance with internal policies, procedures, and quality standards.
• Provide backup support across call handling and operational functions during peak periods, staff absence, or business requirements.

Skills

Customer Service

Claims Administration

Case Management

Operational Support

Data Governance

Problem-Solving

Record Maintenance

Customer Escalation Handling

Multi-Tasking

Documentation Review

Education

Diploma or Bachelor's Degree

Tools

Microsoft Office

Cloud-Based Tools

Data Analytics

Artificial Intelligence

Machine Learning

Job description

• Handle inbound and outbound calls from customers, dealers, workshops, and business partners
• Respond to enquiries about warranty coverage, claim status, policy benefits, and operational processes
• Coordinate and follow up on customer requests, complaints, and case escalations
• Maintain accurate records and updates within internal systems and databases
• Support day-to-day operational activities and service level commitments
• Assist with claims administration, document review, case registration, and information gathering
• Collaborate with claims, operations, and business partners on case management and customer experience
• Support MDDR and Motor Extended Warranty operational activities
• Monitor pending cases to ensure timely closure and customer updates
• Identify process improvement opportunities and escalate operational concerns
• Ensure compliance with internal policies, procedures, and quality standards
• Provide backup support across call handling and operational functions during peak periods, staff absence, or business requirements

Requirements

• Diploma or Bachelor's Degree in any discipline
• Minimum 3 years of experience in customer service, call centre, operations, claims administration, or related functions
• Experience in insurance, warranty, automotive, assistance, or service operations would be an added advantage
• Strong communication skills with the ability to interact effectively with customers, dealers, and internal stakeholders
• Customer-focused mindset with strong problem-solving and case ownership abilities
• Good organisational skills and ability to manage multiple tasks simultaneously
• Comfortable handling both telephone and administrative tasks in a fast-paced environment
• Proficient in Microsoft Office applications
• Ability to work independently with minimal supervision
• Positive attitude with willingness to learn and support both operational and claims-related activities
• Experience in handling customer escalations would be an added advantage
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with standards of data governance, security and ethical use

Core Competencies

Demonstrates strong customer service capabilities with a focus on claims administration, operational support, and effective communication. Proficient in managing customer interactions and case escalations while ensuring compliance with internal policies and quality standards.

Highest-signal resume keywords

• Customer Service Experience
• Claims Administration
• Strong Communication Skills
• Process Improvement
• Microsoft Office Proficiency

ATS Optimization Keywords

Hard Skills

• Claims Administration
• Case Management
• Operational Support
• Data Governance
• Problem-Solving
• Record Maintenance
• Customer Escalation Handling
• Multi-Tasking
• Document Review
• Information Gathering

Soft Skills

• Customer-Focused Mindset
• Organizational Skills
• Positive Attitude
• Willingness to Learn
• Ability to Work Independently

Industry Keywords

• Insurance
• Warranty
• Automotive
• Service Operations
• Call Centre

Tools & Technologies

• Microsoft Office Applications
• Cloud-Based Tools
• Data Analytics
• Artificial Intelligence
• Machine Learning