Roadside Assistance Coordinator Shift

Job description

Allianz Partners Malaysia is seeking a full-time Roadside Assistance Coordinator to join our 24/7 Roadside Assistance operations team in Kuala Lumpur. In this role, you will be a key point of contact for customers and subscribers when they need help most — handling inbound and outbound contacts, arranging roadside services in line with policy coverage, and ensuring every case is accurately documented and resolved with care. You will work on a rotating shift schedule as part of a collaborative team, playing a direct role in delivering timely, consistent, and empathetic support to our clients across Malaysia. What You'll Do Handle inbound and outbound calls and written correspondence for Allianz Partners and client services Assess customer needs, verify policy coverage, and arrange services and benefits aligned to the subscriber's plan Coordinate service providers (e.g., towing, on-site support), confirm ETAs, and manage updates through to resolution Document all conversations, decisions, and actions accurately in the case management system Meet service-level targets across speed, quality, and empathy while following established procedures and guidelines Collaborate within a team environment to ensure smooth case handovers and consistent case handling Escalate complex cases appropriately and support de-escalation to maintain customer confidence Contribute to a positive team culture by sharing knowledge, supporting colleagues during peak periods, and upholding service standards across every shift What You'll Bring Minimum Diploma or Degree in any field; fresh graduates are encouraged to apply 1–2 years of experience in customer service or a call centre environment is preferred; fresh graduates with strong communication skills are welcome Background in insurance, medical, or travel assistance is an advantage Effectively bilingual with strong spoken and written English; ability to converse in Mandarin and/or Chinese dialects is an added advantage Proficient in Microsoft Office; comfortable working with case management systems and multitasking between tools Strong communication, problem-solving, and attention to detail; calm and empathetic under pressure Able to work 3 rotating shifts, including weekends and public holidays, within a 24/7 operation (5 days per week) Ability to work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics, and cloud-based tools — using insights responsibly in line with data governance, security, and ethical use standards What We Offer Full-time position based at Wisma UOA Centre, KLCC, Kuala Lumpur Shift allowance and KPI-based incentives Medical insurance coverage Employees Provident Fund (EPF) contributions Flexible benefits programme Annual leave and public holiday entitlements in line with Malaysian employment standards Structured onboarding and ongoing learning & development opportunities A collaborative, inclusive team culture within a globally recognised insurance and assistance group Opportunity to grow your career across Allianz Partners' diverse service lines and geographies