Let’s grow together!
Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.
As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.
What’s the job?
You will assist policyholders by providing accurate information and delivering appropriate solutions to their inquiries.
Manage customer calls and casework involving lost luggage or documents, travel disruptions, medical assistance and evacuation, and legal referrals.
Provide policy details, claims updates, and renewal information to both customers and service providers.
Schedule and conduct follow-up calls for complex cases, ensuring all interactions are thoroughly documented.
Coordinate with vendors, third parties, and family members during active cases.
Lead workload distribution during the assigned shift and ensure seamless case monitoring and handover to the next team.
What are we looking for?
You will have at least 1 year of relevant experience in a Contact Centre environment, preferably within the travel industry, along with a bachelor’s degree or equivalent qualification in any field.
Fluency in Vietnamese and English (spoken, read, and written), with flexibility to work in rotating shifts.
A strong track record in managing customer interactions with excellent written and verbal communication skills.
Active listening skills and analytical thinking to assess client needs and deliver effective solutions.
Proficiency in interpersonal communication, telephone handling, and computer literacy.
The ability to reason effectively, handle complex problems, manage crisis situations, and communicate with empathy.
Strong problem-solving skills for reviewing medical and supporting documentation from clients and providers.
Experience in handling communications and negotiations with vendors and airlines.
The ability to remain calm under pressure, resolve conflicts, and provide support in high-stress scenarios.
A detail-oriented and highly organized approach, with the capacity to multitask efficiently.
Legal eligibility and readiness to work in Malaysia.
Why choose us?
We value optimism, caring, togetherness, reliability, and determination.
We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures our employees maintain work-life balance.
Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.
Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
Apply today and let’s go great places together!
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