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
You'll be responsible for:
- 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 contact 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.
- Degree in a related field is required.
- Fresh graduates are encouraged to apply.
- More than one year of relevant working experience in a contact center environment is an added advantage.
- Proficiency in writing and speaking clearly and concisely in English and Bahasa Malaysia is required.
- Ability to speak Mandarin is an added advantage.
- Strong communication skills with the ability to convey information clearly and empathetically.
- Familiarity with tools like ChatGPT for enhancing communication and problem solving
- Willingness to work in shifts (shift allowance provided).
Important: All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions.
Note: Allianz will not accept any forward unsolicited resumes from any source to our employees email other than directly from a candidate. We will not be responsible for any fees and charges impose.
73184 | Customer Services& Claims | Entry Level | [[custPositionClusterCSB]] | Allianz Malaysia | Full-Time | Temporary
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