Snr Exec, Customer Feedback Center

Overview

Snr Exec, Customer Feedback Center at Allianz Malaysia. You will manage and resolve customer complaints from diverse sources including Bank Negara Malaysia, Financial Markets Ombudsman Service, CEO / Regional / Group Offices, PIAM / LIAM associations, social media, and other channels. You will engage directly with customers to ensure grievances are captured accurately and conduct thorough research and investigations with stakeholders to achieve timely, fair, and satisfactory resolutions. Your mission is to deliver superior value to customers in line with the company’s People Attributes and True Customer Centricity framework.

Responsibilities

• Oversee the timely and effective resolution of complaints from all sources, adhering to stipulated timelines and relevant guidelines.
• Facilitate investigations within Allianz Malaysia Berhad entities and with third parties to ensure thorough resolution of complaints.
• Deliver high-quality service standards through standard communication channels, aiming for the shortest turnaround time and highest customer satisfaction.
• Ensure accurate and complete documentation of customer complaints, complying with mandated turnaround times.
• Address and resolve complex customer queries and issues promptly and accurately, striving for excellence in customer service.
• Identify and eliminate customer pain points, consistently seeking opportunities to enhance customer delight.
• Analyze root causes and customer feedback, recommending preventive and corrective actions to mitigate recurrence of issues.
• Collaborate with stakeholders to identify improvement areas, leading or participating in process improvement initiatives.
• Track, prepare, and present data summaries and analyses using tables, graphs, and charts to enhance operational efficiency.
• Maintain effective interactions and relationships with employees at all levels, regulators, and other liaisons, building strong stakeholder relationships.
• Serve as the subject matter expert on the company’s complaint handling policies and procedures, ensuring relevance to daily tasks.
• Uphold confidentiality of sensitive information in accordance with data privacy standards.
• Undertake other duties related to the department's functions as requested by the Head of Unit, Team Leader, or management.
• Engage in continuous professional development to stay abreast of industry best practices and regulatory changes.
• Familiarity with using ChatGPT for automating routine tasks and enhancing productivity.

Qualifications

Other information

Disclaimer : Allianz thanks you for your interest. Due to high application volumes, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume you have not been selected for this position.

Important : All updates regarding your application status will be communicated via email. Please check your email for updates and instructions.

Note : Allianz will not accept unsolicited resumes from any source other than directly from a candidate. We will not be responsible for any fees or charges incurred.

Allianz Malaysia | Full-Time | Permanent

Allianz Group is one of the world’s leading insurance and asset management companies. We are committed to an inclusive workplace where people and performance matter, and we stand for integrity, fairness, inclusion, and trust.

We welcome applicants regardless of ethnicity, age, gender, nationality, religion, disability, or sexual orientation, or any other characteristic protected by local laws.

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