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Roadside Assistance Coordinator (Shift)
entry · Insurance
Allianz Partners Malaysia is seeking an Assistance Coordinator to support our Roadside Assistance operations. In this role, you will handle inbound and outbound customer contacts, arrange roadside services in line with policy coverage, and accurately document all case details. You will work within a 24/7 environment as part of a team to meet service standards and ensure timely, consistent support for our clients and subscribers.
Key responsibilities
- Handle inbound and outbound calls and written correspondences for AzP and AzP client services.
- Assess needs, verify policy coverage, and arrange services/benefits aligned to the subscriber’s plan.
- Coordinate service providers (e.g., towing, on‑site support), confirm ETAs, and manage updates until resolution.
- Document all conversations, decisions, and actions accurately in the case management system.
- Meet service-level targets (speed, quality, empathy) while following established procedures and guidelines.
- Collaborate in a team environment to ensure smooth handovers and proper case handling.
- Escalate complex cases appropriately and support de‑escalation to maintain customer confidence.
Key requirements
- Minimum Diploma or Degree in any field.
- 1–2 years’ experience in Customer Service/Call Centre preferred; fresh graduates are encouraged to apply.
- Background in insurance, medical, or travel assistance is an advantage.
- Effectively bilingual with strong spoken and written English; ability to converse in Mandarin and/or Chinese dialects is an added advantage.
- Proficient in Microsoft Office; comfortable working with case management systems and multitasking between tools.
- Strong communication, problem‑solving, and attention to detail; calm and empathetic under pressure.
- Able to work 3 rotating shifts, including weekends and public holidays, within a 24/7 operation (5 days per week).
Job details
- Location: Wisma UOA Centre KLCC, Kuala Lumpur
- Work pattern: 24/7 operation; 3 rotating shifts including weekends and public holidays; 5 days per week
- Employment type: Full-time
- Compensation and Benefits: Competitive package including shift allowance and KPI incentives, Medical Insurance, Employees Provident Fund, Flexible benefits and more.
AI READINESS
Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.
Key benefits:
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.
105782 | Operations | Professional | [[filter11]] | Allianz Partners | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Join us. Let's care for tomorrow.
How we hire
We hire directly. Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.