Customer Service Agent

Job description

Allianz Partners is seeking the expertise of a Customer Service Agent  in Hong Kong, with a fixed-term contract until the end of September 2026. The position involves providing high levels of customer service for Allianz Partners' clients and customers, focusing on product and service inquiries received through the Service Centre.

Key Responsibilities:

• Extended Warranty Expertise: Utilize experience and knowledge in Extended Warranty products, policies, and claim processes to deliver exceptional service to customers.
• Product and Service Expansion: Support the expansion to cover other products and services, including Travel insurance, Personal lines, and Roadside assistance, as needed by the business.
• Service to Sales: Provide professional advice to customers to guide service towards sales opportunities.
• Claims Process Initiation: Initiate claims processes on behalf of customers, explain procedures, request necessary paperwork, and liaise with the Claims team for timely resolution. Complete policy endorsement requests in the system according to customer requirements and processes.
• Coverage Discrepancy Resolution: Resolve coverage discrepancies resulting from sales and claim processes, ensuring proper follow-through of customer requests and internal processes. Communicate with external authorized repair service providers for quotation validation and negotiation.
• Complaint Handling: Address customer complaints with urgency and sensitivity.
• Professional Enquiries Response: Maintain high service standards in responding to customer, client, and service partner inquiries.
• Feedback and Problem Reporting: Provide timely feedback on system or service problems and submit requirements to IT and other relevant departments.
• Additional Tasks: Complete other tasks assigned by the company.

Requirements:

• 1-2 years of experience in a customer service role, preferably in a call center environment.
• Excellent telephone manner.
• Good organizational skills and ability to work with different systems and processes while maintaining strong customer service skills.
• Strong teamwork skills.
• Ability to learn new systems and processes quickly.
• Proficiency in Mandarin/Cantonese and English, both verbal and written.

This role is ideal for someone with a background in customer service, particularly in a call center setting, who is looking to leverage their skills in a dynamic and global environment. The position requires excellent communication skills in multiple languages and the ability to handle various customer service tasks efficiently.