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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong communication skills in English and Bahasa Malaysia, with the ability to provide first contact resolution and effectively manage customer interactions across various channels. Familiarity with customer onboarding processes and tools like ChatGPT enhances problem-solving capabilities.
Highest-signal resume keywords
Customer Interaction ManagementFirst Contact ResolutionStrong Communication SkillsCustomer OnboardingProficiency in English and Bahasa Malaysia
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceBasic TroubleshootingCall ManagementFeedback CaptureClaims Onboarding
Soft Skills
EmpathyClear Communication
Tools & Technologies
ChatGPTCustomer Portal
Industry Keywords
Contact Center EnvironmentCustomer LoyaltyService RecoveryEscalation Procedures
About the role
Key responsibilities & impact- Deliver the Allianz Experience at every customer interaction
- Serve existing customers regarding accidents, roadside assistance, and other inquiries via phone, email, mail, fax, and/or social media
- Provide first contact resolution when possible through basic troubleshooting and appropriate alternatives
- Escalate unresolved complaints to the respective unit or Customer Feedback Center
- Perform non-telephone tasks including taking messages, call transfers and holds, callbacks, and follow-up calls
- Participate in customer onboarding, including claims onboarding and survey calls
- Recover service lapses to promote customer loyalty
- Capture customer feedback and escalate it to the relevant person-in-charge for review and action
- Educate customers proactively about services available through the customer portal and other relevant platforms
Requirements
What you’ll need- 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
Benefits
Comp & perks- Shift allowance provided
- Inclusive workplace and equal-opportunity employment
- Opportunities to explore, grow, and shape a better future
- Regular rotation opportunities across functions, Allianz entities, and geographies