Job Description

Nice to know

Provide good customer service as the first line of contact with after-sale service. Serves customers by determining requirements, answering inquiries, resolvingproblems, fulfilling requests, and maintaining databases. Coaching and supervising staffs to ensure SLA and service quality meet the service standard. Assist inthe development of customer service policies and ongoing improvement of customer service delivery.

Your Day at Allianz Ayudhya

1. Customer Services
   • Answer incoming calls and provide information to all customer requests at the first call solution (excluding policy cancellation request of direct marketing customers that transfer to retention team for further convincing)
   • Carry out assignments and handle problems in accordance with call patterns, instructions, policies, procedures and / or accepted practices to ensure optimum level of Quality
   • Support customers to handle and eliminate day-to-day issues with enquiries
2. Quality Management
   • Be responsible for delivery our service offers with excellent service as well as handling the complex or difficult cases
   • Skill sets and the customer satisfaction measured by Bottom Up and Top Down NPS
   • Communicate professionally at all time with customers, other team and other department to ensure consistently effective working relationships

Contribute or be involved in Contact Centre process and procedural analysis or projects as and when required.

3. Provide the after-sale service and handle customer complaints and provide solutions in order to meet customer's satisfaction which determine potential business opportunities to achieve targeted growth.
   • Handle difficult & special calls and solve other issues escalated by agents & follow up with various departments on problem solving or information sharing if needed.
   • Ensure performance and take timely action to drive the continuous customer service satisfaction improvement.
   • Incoming cases and calls monitoring and job assignment including calls and email.

Must Have

• Bachelor’s degree in any fields
• At least 2 years in customer service, call centre experience from health and general insurance
• Good communications skills both written and spoken Thai and English.
• Excellent customer service mind and Self-motivated.

Nice to Have

• Good Influencing, negotiating, presentation and motivation skills.
• The Knowledge of insurance operations and processes will be the advantage.
• Good computer knowledge and skills including Microsoft word/ excel, and database management
• Any AI-future skills e.g., ChatGPT, or CoPilot365, will be advantage.

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. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for 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. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of ethnicity or cultural Internal 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.