As a Customer Feedback Center Officer, you will play a pivotal role in managing and resolving customer complaints originating from diverse sources, including Bank Negara Malaysia, Financial Markets Ombudsman Service, CEO/Regional/Group Offices, PIAM/LIAM associations, social media, and other channels.
You will be part of a dedicated team committed to delivering exceptional customer experiences. By engaging directly with customers, you will ensure grievances are accurately captured and conduct thorough research and investigations in collaboration with stakeholders to achieve timely, fair, and satisfactory resolutions. Your mission is to deliver superior value to customers, consistently exceeding their expectations through actions aligned with the company’s People Attributes and True Customer Centricity framework.
Given the impact of these complaints on shaping future processes and priorities, we seek individuals who are disciplined, critical thinkers, capable of approaching their work with rigor and strategic insight.
You'll be responsible for:
- Oversee the timely and effective resolution of complaints from all sources, adhering to stipulated timelines and relevant guidelines.
- Facilitate investigations within Allianz Malaysia Berhad entities and with third parties to ensure thorough resolution of complaints.
- Deliver high-quality service standards to existing and potential customers through standard communication channels, aiming for the shortest turnaround time and highest customer satisfaction.
- Ensure accurate and complete documentation of customer complaints, complying with mandated turnaround times.
- Address and resolve complex customer queries and issues promptly and accurately, striving for excellence in customer service.
- Identify and eliminate customer pain points, consistently seeking opportunities to enhance customer delight.
- Analyze root causes and customer feedback, recommending preventive and corrective actions to mitigate recurrence of issues.
- Collaborate with stakeholders to identify improvement areas, leading or participating in process improvement initiatives.
- Track, prepare, and present data summaries and analyses using tables, graphs, and charts to enhance operational efficiency.
- Maintain effective interactions and relationships with employees at all levels, regulators, and other liaisons, building strong stakeholder relationships.
- Serve as the subject matter expert on the company’s complaint handling policies and procedures, ensuring relevancy against daily tasks.
- Uphold confidentiality of sensitive information, including company strategy and process improvement initiatives, in accordance with data privacy standards.
- Undertake other duties related to the department's functions as requested by the Head of Unit, Team Leader, or management.
- Engage in continuous professional development to stay abreast of industry best practices and regulatory changes.
- Familiarity with using ChatGPT for automating routine tasks and enhancing productivity
- Bachelor's degree or professional qualification in any discipline.
- Minimum of five (5) years of experience in customer service, with at least three (3) years dedicated to handling complaints. Strong letter writing or business writing skills are preferred.
- Experience in the financial services industry is advantageous, with a preference for candidates experienced in insurance (Life, Health and General).
- Exceptional business writing and verbal communication skills in English and Bahasa Malaysia.
- For candidates with Mandarin language skills, it is an added advantage to translate verbal communications into business correspondence for customers who speak this dialect.
- Proficient in Microsoft Office applications, with strong presentation skills.
- Excellent listening skills and a critical thinker with keen attention to detail.
- Confident communicator, capable of engaging effectively with business units.
- Strong interpersonal skills, adept at facilitating inter- and intra-department discussions and conflict resolutions.
- Ability to work under pressure and manage multiple tasks simultaneously in a fast-paced business environment.
- Proactive individual with strong initiative and drive; resourceful and creative problem-solver.
- Self-motivated and an excellent team player.
Important: All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions.
70831 | Customer Services& Claims | Professional | Non-Executive | Allianz Malaysia | Full-Time | Permanent