Description:

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.

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 Responsibilities:

Customer 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 & Experience:

Experience: 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 professionalism.

Availability: 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