Customer Service - Call Center Staff

About the Role

Serve as a first contact point for Allianz customers and distributors, responding to a high volume of telephone inquiries about product benefits, services and campaigns by following standard scripts and procedures to achieve customer satisfaction at the spot.

Responsibilities

• Answer incoming calls and provide information to all customer requests with first-call resolution (excluding direct marketing policy cancellations which transfer to retention team)
• Carry out assignments and handle problems in accordance with call patterns, instructions, policies and procedures to ensure quality
• Support customers to handle and eliminate day-to-day issues and enquiries
• Deliver excellent service and handle complex or difficult cases; service quality measured by Bottom Up and Top Down NPS
• Communicate professionally with customers, team members and other departments to ensure effective working relationships
• Contribute to contact centre process and procedural analysis or projects as required
• Process and record new transactions and escalate non-call resolutions using the Footprints tracking service request system

Qualifications

• Bachelor’s degree in any field
• Minimum 2 years’ experience in insurance operations, customer services, call center or related field
• Nice to Have: Insurance product knowledge
• Nice to Have: Customer service managerial skills
• Nice to Have: Problem solving & decision making
• Collaboration & data protection knowledge required
• Able to communicate in English is a plus
• Any AI-future skills (e.g., ChatGPT, CoPilot365) will be an advantage

About the Company

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. We are united by a shared commitment to put our customers first and at the centre of everything we do. The company fosters an inclusive workplace where integrity, fairness, inclusion and trust are at the heart of the culture.