Customer Service Officer

6 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Allianz Popular SL. Full time

KUALA LUMPUR, Federal Territory of Kuala Lumpur, MY, 50470

Area of Expertise: Customer Services & Claims

Unit: Allianz Malaysia

Employing Entity: Allianz General Insurance Company (Malay

Job Type: Full-Time

Remote Job: Hybrid working

Employment Type: Temporary

ID: 64896

Customer Service Officer - Inbound Call Center

Job Summary

As a Customer Service Associate, the role is responsible for delivering the Allianz Experience at every interaction. He/She will live up to Allianz Values in delivering service to customers, agents, and colleagues, and will be very passionate about understanding customers, knowing their needs and expectations, and working towards exceeding them.

Key Responsibilities

  • Be the face of Allianz - possess a strong focus on customer experience; deliver high-quality standards and service levels to serve existing customers, handling accident (and roadside assistance) and other inquiries via phone calls, including emails, mails, faxes, and/or social media within the agreed TAT, with the objective of achieving the highest level of customer satisfaction.
  • Responsible for providing first contact resolution (FCR) when possible by providing basic troubleshooting and offering appropriate alternatives. When it is not possible, own customer complaints and work closely with the respective problem owner to drive resolution.
  • Responsible for performing proper escalation of unresolved complaints to the respective unit or Customer Feedback Center for resolution and adhere to Allianz's Complaint Governance.
  • Perform other on and off telephone tasks including but not limited to taking messages, call transfer and hold, providing callbacks and follow-up calls; reporting and responding in a timely manner to ensure customer satisfaction.
  • Participate in customer onboarding including but not limited to Claims onboarding; survey calls, etc.
  • Proactively recover service lapses to promote customer loyalty.
  • Capture customer feedback and systematically escalate them to the respective person-in-charge for review and action.
  • Proactively educate customers on our services available on the customer portal or any other relevant platforms which could benefit the customer.
  • Comply with company standards and policies, as well as regulatory guidelines.
  • Continuously and proactively improve product knowledge for Allianz Life and General.
  • Maintain confidentiality of all information according to data privacy requirements.
  • Undertake other duties and assignments assigned by management as required.

Key Requirements

  • Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
  • Fresh Graduates are encouraged to apply.
  • At least 1 year of working experience in the related field is required for this position. Proven experience as call center staff or in a relevant position.
  • Able to speak and write fluently in English, Bahasa Malaysia, and Mandarin (as this role requires support for Mandarin-speaking customers & agents).
  • Active listener with excellent communication, interpersonal, and rapport-building skills.
  • Sound judgment and critical thinking.
  • Outstanding organizational, strong time management, and multitasking abilities.
  • A patient and empathetic attitude.
  • Adaptability and flexibility.
  • Applicants must be willing to work in Plaza Sentral, KL Sentral.
  • Preferably Entry Level (Fresh Grads) / Junior Executives specializing in Customer Service or equivalent.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.

Note: Diversity of minds is an integral part of Allianz's company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities, and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.

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