Warranty Operations Agent

To provide front-line customer and repairer support through effective call handling, case coordination, and operational administration for MDDR and related programs. The role serves as a key point of contact for customers, repairers, and internal stakeholders while supporting claims and operational activities as required to ensure service delivery and business continuity.

 Key Responsibilities

• Handle inbound and outbound calls from customers, dealers, workshops, and business partners in a professional and timely manner
• Respond to enquiries relating to warranty coverage, claim status, policy benefits, and operational processes
• Coordinate and follow up on customer requests, complaints, and case escalations to ensure timely resolution
• Maintain accurate records and updates within internal systems and databases
• Support day-to-day operational activities to ensure service level commitments are achieved
• Assist with claims administration, document review, case registration, and information gathering where required
• Work closely with claims, operations, and business partners to ensure smooth case management and customer experience
• Support MDDR and Motor Extended Warranty operational activities where assigned
• Monitor and follow up on pending cases to ensure timely closure and customer updates
• Identify process improvement opportunities and escalate operational concerns when necessary
• Ensure compliance with internal policies, procedures, and quality standards
• Provide backup support across call handling and operational functions during peak periods, staff absence, or business requirements

 Requirements

• Diploma or Bachelor's Degree in any discipline
• Minimum 3 years of experience in customer service, call centre, operations, claims administration, or related functions
• Experience in insurance, warranty, automotive, assistance, or service operations would be an added advantage
• Strong communication skills with the ability to interact effectively with customers, dealers, and internal stakeholders
• Customer-focused mindset with strong problem-solving and case ownership abilities
• Good organisational skills and ability to manage multiple tasks simultaneously
• Comfortable handling both telephone and administrative tasks in a fast-paced environment
• Proficient in Microsoft Office applications
• Ability to work independently with minimal supervision
• Positive attitude with willingness to learn and support both operational and claims-related activities
• Experience in handling customer escalations would be an added advantage

AI READINESS

Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

What we offer:

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring  that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

105333 | Customer Services & Claims | Professional | Allianz Partners | Full-Time | Permanent

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. 

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. And the foundation for this is our inclusive   workplace, where people and performance both matter, and nurtures a culture   grounded in integrity, fairness, inclusion and trust. 

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. 

How we hire 

We hire directly. Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.