Full Time Complaints Officer Jobs, in Zurich Cover-More Federal Territory - Maukerja

Job Type: Permanent - Full Time

Location: Kuala Lumpur

Job Category: Call Centre and Customer Service

Job Description

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What You’ll Be Doing

In this role you will support the fair and timely resolution of travel insurance complaints by investigating cases, preparing clear responses and working closely with internal and external stakeholders to deliver consistent and compliant outcomes.

• Manage a caseload of complaints and disputes, supporting investigations from initial review through to resolution.
• Draft clear, concise and empathetic written responses to customers, explaining outcomes in plain English.
• Liaise with customers, internal teams and external bodies such as the Financial Complaints Authority to support effective case handling.
• Gather and review relevant documentation, policies and case information to assess complaints accurately.
• Ensure complaints are handled within regulatory timeframes and in line with company policies and standards.
• Identify complaint trends and recurring issues, sharing insights to support process and service improvements.
• Support the development and refinement of complaint handling processes within the team.
• Maintain accurate and complete case records, ensuring documentation meets audit and compliance requirements.
• Deliver high‑quality customer interactions, ensuring professionalism, empathy and fairness throughout the complaints process.
  
  

What skills and experience you’ll bring on this journey:

You will have strong communication, analytical and interpersonal skills, along with the judgement and professionalism to manage sensitive situations and deliver fair, balanced outcomes.

• 1–3 years of experience in customer service, assistance, compliance or related roles; experience handling complaints or disputes is an advantage.
• A diploma or degree in Business Administration, Law or a related field, or equivalent experience.
• Strong written and verbal English communication skills, with the ability to explain decisions clearly, professionally and empathetically.
• Excellent interpersonal skills, with the ability to remain calm, professional and objective under pressure.
• Strong problem‑solving and analytical capability when assessing complex or sensitive cases.
• High attention to detail, with strong organisational and time management skills.
• Ability to manage multiple cases, meet deadlines and work both independently and collaboratively.
• A customer‑first mindset, with a commitment to fairness, ethical decision‑making and service excellence.
• Proficiency in Microsoft Office tools and case management systems.
  
  

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

We Also Offer Some Fantastic Benefits Including

• Flexible working opportunities
• 16 days annual leave
• Personal and family health insurance coverage
• Life insurance
• Employee rewards and recognition schemes
  
  

Appy today and let’s go to great places together!