Customer Care Advisor - Health Insurance (Rotating Shifts)

Find more jobs Job Level: Professional Location: Area of Expertise: Customer Services & Claims Unit: Allianz Partners Employing Entity: AWP SERVICES SDN BHD Job Type: Full-Time Remote Job: Hybrid working Employment Type: Permanent ID: 85230 Position Cluster: Elevate your customer service career at Allianz Partners — a global leader in assistance and insurance for travel, health, and mobility. We help people navigate life's unexpected moments with empathy, clarity, and action, delivering support that really matters when it counts. Join our Customer Care team in Kuala Lumpur — the first touchpoint for customers, brokers, and medical providers worldwide. We are a collaborative, solutions-focused team that listens, clarifies, and coordinates next steps — partnering with our in-house medical, claims, and provider networks to turn stressful situations into clear, positive outcomes. This is a full-time, permanent role on a rotating shift roster, ideal for someone with a customer service background who is ready for more variety, impact, and international exposure. What You'll Do Be the first point of contact via phone and email for customers, brokers, and providers — handling coverage, claims, hospitalisation, and general queries with empathy and clarity Resolve complaints professionally and coordinate solutions with internal teams to ensure timely, positive outcomes Liaise with hospitals, providers, and our medical team on admissions and care coordination Accurately log all interactions and maintain up-to-date case documentation to enable smooth handovers and timely resolutions Triage and route cases to the right teams, following up through to resolution Support basic app and system troubleshooting and raise IT tickets when needed Build strong product and system knowledge to become a trusted resource for common queries within the team Contribute ideas and feedback to continuously improve processes and customer experience What You'll Bring Experience in a call centre or customer service role Clear, empathetic communicator in English; proficiency in Mandarin, Cantonese, or Bahasa Malaysia is a strong advantage Calm under pressure, solutions-focused, and attentive to detail Confident with Microsoft Office and quick to learn new systems and CRM platforms Familiarity with AI-powered customer service tools or digital case management systems is a plus Team player with a strong sense of ownership and follow-through Fully flexible to work rotating shift patterns, including nights and weekends — mandatory for this role What We Offer Competitive base salary Quarterly performance incentive bonus Employer EPF contribution of 15% Employee Share Purchase Plan (ESPP) Flexible benefits budget to support your individual needs Comprehensive medical and hospitalisation coverage SOCSO contributions in line with Malaysian statutory requirements Annual leave and public holidays in line with Malaysian employment standards A wide variety of learning and development courses and targeted development programs to support your growth International mobility and career progression opportunities within Allianz Partners' global network A collaborative team environment in a modern office at UOA Centre, KLCC 85230 | Customer Services & Claims | Professional | Allianz Partners | Full-Time | Permanent Who We Are Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions across travel, health, automotive, and home assistance. Present in over 75 countries, we combine the strength of the Allianz Group with a local, customer-first approach. In Malaysia, our Kuala Lumpur team is part of a growing hub supporting customers and partners across the globe. At Allianz Partners, we are committed to building an inclusive workplace where every team member can grow, contribute, and thrive — and we welcome applicants from all backgrounds and experience levels. 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 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. To Recruitment Agencies We have an in-house recruitment team that focuses on sourcing great candidates directly. Therefore, we do not accept unsolicited resumes from agencies or search firm recruiters. When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when such a contract is in place. Without a contract, we will not accept invoices related to unsolicited resumes, even if the candidate is ultimately hired. Please do not contact hiring managers directly.