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Customer Service Representative

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Allianz Malaysia Full time

Job Overview

We are seeking a highly motivated and results-driven individual to join our team as a Customer Service Associate. This role is responsible for delivering the Allianz Experience at every interaction, living up to Allianz Values in service delivery to customers, agents, and colleagues.

  • Key Responsibilities:
  • The role is responsible to deliver high-quality standards and service level to serve existing customers, handling accidents and inquiries via phone calls, emails, mails, faxes, and social media within agreed timeframes, with the objective of achieving highest customer satisfaction.
  • Responsible to provide first contact resolution when possible by providing basic troubleshooting and offering alternative solutions. When not possible, own customer complaints and work closely with problem owners to drive resolution.
  • Perform proper escalation of unresolved complaints to respective units or Customer Feedback Center for resolution and adhere to Allianz's Complaint Governance.
  • Participate in customer onboarding, including claims onboarding, survey calls, and other relevant activities.
  • Proactively recover service lapses to promote customer loyalty.
  • Capture customer feedback and systematically escalate it to respective person-in-charge for review and action.
  • Proactively educate customers on available services on the customer portal or other relevant platforms that could benefit them.

Required Skills and Qualifications

  • Candidate must possess at least a Bachelor's Degree in any field.
  • Fresh graduates are encouraged to apply.
  • At least 1 year(s) of working experience in the related field is required for this position, with proven experience as call center staff or relevant position.
  • Able to speak and write fluently in English, Bahasa Malaysia, and Mandarin, as this role requires supporting Mandarin-speaking customers and agents.
  • Active listener with excellent communication, interpersonal, and rapport-building skills.
  • Sound judgment and critical thinking.
  • Outstanding organizational, strong time management, and multitasking abilities.
  • Patient and empathetic attitude.
  • Adaptability and flexibility.