Summary:

To provide high levels of customer service for the clients and customers of Allianz Partners on product & service phone enquiries received via the Service Centre

Accountabilities:

• Leverage solid experience and knowledge in products, policies and claim processes, to provide best in class service to end customers Expansion to cover other products and services including but not limited to Extended Warranty, Travel Insurance, Personal lines and Roadside Assistance in line with business needs
• Initiate the claims process on behalf of customers, explaining the process & requesting the submission of the required paperwork from the customer before liaising with the Claims team to ensure a timely resolution of the claim. Complete policy endorsement requests in system in accordance with customers’ requirements & processes.
• Liaise with customers to resolve coverage discrepancies resulting from the sales and claim processes. Properly follow-through of customer requests and internal processes to ensure customer requests are addressed in a professional and timely manner. This includes but not limited to communicating with external authorized repair service providers on quotation validation and negotiation for the best resolution.
• Handle customer complaints with a high sense of urgency & with the highest sensitivity.
• Respond and maintain the highest service standard at all times to customers and client & service partner enquiries in a professional manner.
• Provide timely feedback on all system or service problems, and submit requirement to IT & other relevant departments.
• Complete other works assigned by the company

• Bachelor / diploma of financial, insurance and associated major preferred.
• 1-2 year of working experience in call center with insurance operations preferred
• Excellent customer service mindset and communication skills
• Believer in team work and resilient to work pressure
• Strongly competitive and strive for continuous improvement in both productivity and quality
• Good discipline in attendance and punctuality.
• Fluently Cantonese, English & Putonghua
• Excellent skills with computer.