Roadside Assistance Coordinator (Rotate Shift)

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