Looking for a role that allows you to take deep ownership of your work?

As a Customer Feedback Center Officer, you will play a pivotal role in managing and resolving customer complaints originating from diverse sources, including Bank Negara Malaysia, Financial Markets Ombudsman Service, CEO/Regional/Group Offices, PIAM/LIAM associations, social media, and other channels.

You will be part of a dedicated team committed to delivering exceptional customer experiences. By engaging directly with customers, you will ensure grievances are accurately captured and conduct thorough research and investigations in collaboration with stakeholders to achieve timely, fair, and satisfactory resolutions. Your mission is to deliver superior value to customers, consistently exceeding their expectations through actions aligned with the company’s People Attributes and True Customer Centricity framework.

Given the impact of these complaints on shaping future processes and priorities, we seek individuals who are disciplined, critical thinkers, capable of approaching their work with rigor and strategic insight.

You'll be responsible for:

Oversee the timely and effective resolution of complaints from all sources, adhering to stipulated timelines and relevant guidelines.
Facilitate investigations within Allianz Malaysia Berhad entities and with third parties to ensure thorough resolution of complaints.
Deliver high-quality service standards to existing and potential customers through standard communication channels, aiming for the shortest turnaround time and highest customer satisfaction.
Ensure accurate and complete documentation of customer complaints, complying with mandated turnaround times.
Address and resolve complex customer queries and issues promptly and accurately, striving for excellence in customer service.
Identify and eliminate customer pain points, consistently seeking opportunities to enhance customer delight.
Analyze root causes and customer feedback, recommending preventive and corrective actions to mitigate recurrence of issues.
Collaborate with stakeholders to identify improvement areas, leading or participating in process improvement initiatives.
Track, prepare, and present data summaries and analyses using tables, graphs, and charts to enhance operational efficiency.
Maintain effective interactions and relationships with employees at all levels, regulators, and other liaisons, building strong stakeholder relationships.
Serve as the subject matter expert on the company’s complaint handling policies and procedures, ensuring relevancy against daily tasks.
Uphold confidentiality of sensitive information, including company strategy and process improvement initiatives, in accordance with data privacy standards.
Undertake other duties related to the department's functions as requested by the Head of Unit, Team Leader, or management.
Engage in continuous professional development to stay abreast of industry best practices and regulatory changes.
Familiarity with using ChatGPT for automating routine tasks and enhancing productivity

Important to your success:

Bachelor's degree or professional qualification in any discipline.
Minimum of five (5) years of experience in customer service, with at least three (3) years dedicated to handling complaints. Strong letter writing or business writing skills are preferred.
Experience in the financial services industry is advantageous, with a preference for candidates experienced in insurance (Life, Health and General).
Exceptional business writing and verbal communication skills in English and Bahasa Malaysia.
For candidates with Mandarin language skills, it is an added advantage to translate verbal communications into business correspondence for customers who speak this dialect.
Proficient in Microsoft Office applications, with strong presentation skills.
Excellent listening skills and a critical thinker with keen attention to detail.
Confident communicator, capable of engaging effectively with business units.
Strong interpersonal skills, adept at facilitating inter- and intra-department discussions and conflict resolutions.
Ability to work under pressure and manage multiple tasks simultaneously in a fast-paced business environment.
Proactive individual with strong initiative and drive; resourceful and creative problem-solver.
Self-motivated and an excellent team player.

Disclaimer: Thank you for your interest in joining our team. Due to the high volume of applications we receive, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume that you have not been selected for this position.

Important: All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions.

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. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Great to have you on board. Let's care for tomorrow.