Customer Service Officer - Inbound Call Center

Customer Service Officer - Inbound Call Center

Does customer satisfaction inspire you?

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 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 elevate 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.

Important to your success :

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity : we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let’s care for tomorrow.

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