Customer Service Officer - Inbound Call

Summary

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 within the agreed TAT and with the objective of achieving highest level of customer satisfaction.
• Responsible to provide first contact resolution (FCR) when possible by providing basic trouble shooting and offer appropriate alternative. When it is not possible, own customer’s complaints and work closely with respective problem owner to drive resolution.
• Responsible to perform proper escalation including unresolved complaints to respective unit or Customer Feedback Center for resolution and adhere to Allianz’s Complaint Governance.
• 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; reporting and respond in a timely manner to ensure customer satisfaction.
• You are to participate in customer on-boarding including but not limited to Claims on boarding; survey calls etc.
• Proactively 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.
• Compliant to company’s standard and policies; as well as regulatory guidelines.
• Continuously and proactively improve on product knowledge for Allianz Life and General.
• Maintain confidentiality of all information according to data privacy requirement.
• Undertake other duties and assignments assigned by the management as and when required.

Requirements

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
• Fresh Graduates are encouraged to apply.
• At least 1 year(s) of working experience in the related field is required for this position. Proven experience as call center staff or relevant position.
• Able to speak and write fluently in English, Bahasa Malaysia and Mandarin (as this role require to support mandarin speaking customers & agents)
• Active listener with excellent communication, interpersonal and rapport building skills.
• Sound judgement and critical thinking.
• Outstanding organizational, strong time management and multitasking abilities.
• A patient and empathetic attitude.
• Adaptability and flexibility.
• Applicants must be willing to work in Plaza Sentral,KL Sentral.
• Preferably Junior Executives specializing in Customer Service or equivalent.