Roadside Services Assistance Coordinator

5 months ago

กรงเทพมหานคร, Thailand Allianz Partners Full time

.

**Role Purpose**:

- Handle inbound and outbound calls on productive way
- Provide the timely handling of all emergency roadside service and relate
- Deal with complaint and contacting with customers to ensure that interaction with customers is conducted in a professional and courteous manner.

**Key Responsibilities include**:
**Results orientation**- Seeks additional data to support decision-making process- Clarifies what is expected- Asks for guidance when faced with complex issues they are unable to resolve independently

**Customer Focus**- Responds to identified customer needs- Handles customer requests in an appropriate timeframe- Knows general KPIs used to measure customer satisfaction

**Fostering relationships**- Provides help to colleagues as required- Shares information and ideas with others when asked- Communicates appropriately and professionally

**Case Management/Data Entry**- Thorough and accurate logging of all call related data into CRM computer system and creation of incidents in real time- Complete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per client- Provide effective follow through and end to end case management to ensure the customer’s enquiry is resolved effectively and in a timely manner. Where necessary, handover of cases to relevant specialists to complete - including Network and Implementations and Assistance Leadership team, as per operational guidelines

**Professional Approach**- Positively represent the Assistance team and Allianz Worldwide Partners as required in both internal and external client and customer interactions

**Customer Service Focus**- Deliver exceptional service to customers through the effective management of inbound and outbound telephone calls- Promote customer retention and satisfaction by identifying and understanding the customer’s needs to provide appropriate and timely resolution to their enquiry

**Experience**- Call centre enviornment would be highly regarded

**Language**- Mandatory - fluent in Thai and English language to speak, write, read

**Software Skills**- Basic to Intermediate computer literacy in Microsoft Outlook, Word, Excel with demonstrated ability to touch type, or used CRM systems

**Communication**- Very good interpersonal and communication skills to effectively manage all cases received over the telephone

48704 | Customer Services & Claims | Professional | custPositionClusterCSB | 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 shape a better future for our customers.

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.

Join us. Let's care for tomorrow.

Note: Diversity of minds is an integral part of Allianz' company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to be motivated in gaining varied skills from different positions and to collect experiences from across Allianz Group.

**Job Level**:

- Professional

**Location**:

- BKK, Bangkok, TH, 10400**Area of Expertise**:

- Customer Services & Claims

**Unit**:

- Allianz Partners

**Employing Entity**:

- AWP SERVICES THAILAND Co., Ltd

**Job Type**:

- Full-Time

**Remote Job**:

- Hybrid working

**Employment Type**:

- Permanent

**ID**:

- 48704

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