Customer Service Associate - Road Side Assistance

Job description

39815 | Customer Services & Claims | Professional | [[custPositionClusterCSB]] | Allianz Malaysia | Full-Time | Temporary

 

Are you inspired by getting the best solution for your customer?

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

 

Responsibilities

·  Be the face of Allianz - possess strong focus on customer experience; deliver high quality standards and service level to serve the existing customer to handle accident (and road side assistance) and other inquiries via phone calls including emails, mails, faxes and/or social media
·  Responsible to provide first ontact resolution (FCR) when possible, by providing basic trouble shooting and offer appropriate alternative
·  Responsible to perform proper escalation including unresolved complaints to respective unit or Customer Feedback Center for resolution
·  Perform other on and off telephone tasks including but not limited to taking messages, call transfer and hold, providing call backs and follow up calls
·  Participate in customer on-boarding including but not limited to Claims on boarding; survey calls etc.
·  Recover service lapses to promote customers’ loyalty.
·  Capture customer feedback and systematically escalate them to 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 customer.

 

Requirements

·  Degree in any related field
·  1 year of relevant working experience in contact center environment. Fresh graduates are also encouraged to apply
·  Ability to write and speak clearly and concisely with fluency in English and Bahasa Malaysia. Ability to speak in Mandarin will be an added advantage
·  Good communication skills, able to communicate clearly and with empathy
·  Willing to work shift - shift allowance provided

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’ 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.