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 within the agreed TAT and with the objective of achieving highest level of customer satisfaction.
Responsible to provide first contact resolution (FCR) when possible by providing basic trouble shooting and offer appropriate alternative. When it is not possible, own customer’s complaints and work closely with respective problem owner to drive resolution.
Responsible to perform proper escalation including unresolved complaints to respective unit or Customer Feedback Center for resolution and adhere to Allianz’s Complaint Governance.
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* Provide quality customer service to clients over phone call or email
* Handling email correspondences, and liaise with internal & external clients in positive manner for effective problem resolution to ensure smooth running of all daily operation matters
* Ensure final outputs (calls, emails or tasks) are of good quality and consistent with the Standard Operating Procedures and Service Level Agreement assigned
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