Customer Service Associate – Roadside Assistance, Contract

Minor Hotels Europe and Americas

Customer Service Associate delivering Allianz Experience and handling roadside assistance inquiries. Responsible for resolving customer issues and maintaining service quality in customer interactions.

Posted 4/20/2026contractKuala Lumpur • 🇲🇾 MalaysiaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

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

ATS Keywords

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Applicant Tracking System Keywords

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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