Job Description

25595 | Customer Services & Claims | Professional | Non-Executive | Allianz Malaysia | Full-Time | Permanent

\xe2\x80\x8b Summary:

As a Customer Feedback Center Officer, you are responsible to attend to customers\' complaints. Such complaints would include those of which originate from Bank Negara Malaysia, Ombudsman for Financial Services, CEO/Regional/Group Offices, PIAM/LIAM associations, members of the media and other sources.

You would be part of a team that delivers exceptional customer experiences by engaging with customers to ensure their grievances are captured accurately and conducting research as well as investigation with stakeholders in order to achieve timely, fair and satisfactory resolutions. Your responsibility is to deliver superior value to customers by exceeding their expectations through actions that are in line with the company\'s People Attributes and True Customer Centricity framework.

As you would be dealing with complaints that can shape/re-shape the processes and priorities of tomorrow, we require you to be disciplined and critical in your approach to work and way of thinking.

Responsibilities:

• Attend to complaints received from all sources.
• Handle all complaints within the stipulated timeline and in accordance with relevant guidelines.
• Facilitate investigation within Allianz Malaysia Berhad entities as well as with third parties.
• Deliver high quality standards and service levels to serve existing/potential customers and agents via standard communication channels e.g. phone and emails with the objective of achieving the shortest turnaround time and with the highest level of customer satisfaction.
• Ensure completeness in capturing customer\'s complaint and compliant with mandated turnaround times.
• Ensure that customers\' complex queries and issues are worked on and resolved in a timely manner and with utmost accuracy.
• Identify and eliminate customer pain points along their journey as Allianz customers. You will consistently look for ways to deliver improvements to customer delight points.
• Analyze root cause and customer feedback with onwards recommendation of preventive and corrective actions to reduce/prevent recurrence of issues.
• Collaborate with other stakeholders in identifying areas of improvement with onwards planning and implementation of the corrective action plans. This includes your participating or leading of process improvement initiatives.
• Track, prepare and present summaries and analysis of data, including but not limited to tables, graphs, charts, and fact sheets that describe techniques and results in order to improve operational efficiency.
• Keep records of customer interactions, recording details of inquiries, complaints or comments as well as actions taken.
• Maintain good relationship and interact effectively with all levels of employees across the company (including regulators and other liaisons) and build strong relationships with all relevant stakeholders.
• Familiarity with the company\'s Complaint Governance and be the \'go to person\' for this, as well as overall complaints handling procedure. Review complaints related guidelines and policies for enhancements.
• Maintain confidentiality of all information not limited to company strategy, process improvement initiatives, etc. according to data privacy standards.
• Undertake other duties related to department\'s functions, as requested by the Head of Unit, Team Leader and/or management from time to time.

Requirements:

• Degree/Professional qualification in any discipline.
• Must have at least five (5) years of working experience in customer service, of which three (3) years in handling complaints. Good letter writing or business writing skills is preferred.
• Experience in the financial services industry is an added advantage. Experience in insurance (Life, Health & General) is preferred.
• Excellent written and verbal communication skills in English and Bahasa Malaysia. Ability to read and speak Chinese dialects is an added advantage.
• Good grasp of Microsoft Office applications with good presentation skills.
• Excellent listening skills, critical-thinker with attention to detail.
• Confident and is able to communicate effectively with the business units.
• Strong inter-personal skill and able to deal with inter and intra department discussions and conflict resolutions.
• Able to work under pressure and handle multiple tasks simultaneously in a fast paced business environment.
• A proactive individual with good initiative and drive, resourceful and creative.
• Self-motivated and a good team player.

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We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Note: Diversity of minds is an integral part of Allianz\' company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.

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