Allianz - Senior Associate - Customer Service
3 weeks ago
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.About the Role:We are seeking a highly motivated and customer-focused individual to join our team as a Senior Associate - Customer Service.This role is pivotal in ensuring exceptional service delivery and maintaining Allianz's reputation for customer trust and satisfaction.The Senior Associate will act as a primary point of contact for complex customer inquiries, utilizing excellent communication skills and deep process knowledge to resolve issues efficiently.Key Interaction:- Serve as the primary point of contact for escalated and complex customer inquiries via phone, email, and chat, ensuring high first-call resolution rates.- Provide expert guidance and support on insurance products, services, claims processes, and technical issues.- Maintain a positive, empathetic, and professional attitude toward customers at all times.Process Management:- Accurately document all customer interactions, transactions, comments, and complaints in the relevant systems.- Proactively identify and escalate recurring issues, contributing to process improvement initiatives.- Ensure strict adherence to company policies, regulatory guidelines, and quality standards in all customer interactions.Team Contribution & Development:- Act as a Subject Matter Expert (SME) for junior team members, providing coaching and support on challenging cases.- Exhibit a strong team player attitude, assisting colleagues and contributing to a collaborative work environment.- Demonstrate a positive professional attitude and a strong willingness to learn and adapt to new challenges and technologies.Essential Qualifications & 2 to 4 years of experience in a customer service or contact center environment.Language Skills: Excellent command over English with excellent verbal and written communication skills. The ability to articulate complex information clearly and professionally is crucial.Technical Proficiency: Intermediate PC skills, including proficiency with Microsoft Word, Excel, and Outlook.Professional Attributes:- A self-motivated individual with a positive and pro-active manner.- Demonstrated ability to handle challenging customer situations with composure and Flexibility to work in rotational shifts, as required by international business operations.Preferred Qualifications (Good to Have):- Experience working in an international contact center environment.- Prior experience in the Insurance or Financial Services industry.- Familiarity with Customer Relationship Management (CRM) software (e.g., Salesforce, etc (ref:iimjobs.com)
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