Minor Hotels Europe and Americas

Customer Service Associate – Roadside Assistance, Contract

Minor Hotels Europe and Americas

contract

Posted on:

Location Type: Office

Location: Kuala Lumpur • Malaysia

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About the role

  • 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
  • Responsible to provide first contact resolution (FCR) when possible, by providing basic trouble shooting and offer appropriate alternative
  • Responsible to perform proper escalation including unresolved complaints to respective unit or Customer Feedback Center for resolution
  • 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
  • Participate in customer on-boarding including but not limited to Claims on boarding; survey calls etc.
  • 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.

Requirements

  • 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
  • shift allowance provided
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experiencefirst contact resolutiontrouble shootingescalation procedurescustomer feedback captureclaims on-boardingsurvey calls
Soft Skills
strong communication skillsempathycustomer loyalty promotionclear and concise writingclear and concise speaking