EXP. CS Coordinator
Chaoyang, BJ, CN
Job Title: Customer Service Coordinator
Key Responsibilities:
- Handle inbound calls from customers regarding insurance claims inquiries, providing professional and accurate guidance on claim procedures, documentation requirements, and claim status
- Guide customers in submitting complete and correct claim documents to improve first-time submission success rates and overall customer experience
- Perform initial assessment and categorization of customer inquiries, and coordinate with internal teams (Claims, Medical, Customer Service) for proper follow-up when necessary
- Accurately document call details and resolutions in the system, ensuring data completeness and accuracy
- Identify potential complaints or high-risk cases and escalate them in accordance with established procedures to ensure compliance and service quality
- Contribute to the development and optimization of FAQs, call scripts, and service processes to enhance efficiency and consistency
- Support the achievement of team KPIs, including service level, first call resolution (FCR), customer satisfaction (CSAT/NPS), and productivity metrics
- Participate in training sessions and quickly adapt to process, product, or system updates
Requirements:
- Diploma’s degree or above; prior experience in customer service, insurance, or claims handling is preferred
- Strong communication skills with a customer-centric mindset and the ability to explain complex information clearly
- Basic knowledge of insurance claims processes is an advantage
- Ability to work under pressure in a fast-paced call center environment
- Proficiency in MS Office and familiarity with CRM or call center systems is preferred
- Good problem-solving skills and adaptability
Preferred Qualifications (Plus):
- Multilingual skills (e.g., Cantonese and/or English)
- Experience in complaint handling or high-touch customer service
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 center 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 race, 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.
Great to have you on board. Let's care for tomorrow.
Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.
