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Responsibilities:
Summary

AIG Travel Assist provides 24-hour Emergency Travel Assistance Services to anyone who has purchased a travel insurance policy from an AIG company. We act as their emergency help-line during their travels for such issues as lost passport replacement, airline/hotel reservation changes, referral to a qualified attorney or physician, emergency medical evacuation – among others. Our services are available worldwide and 24-hours a day from our assistance center located in Malaysia – one of 5 such centers AIG Travel Assist has around the world.

A Travel Assistance Supervisor is a key member of the Kuala Lumpur Assistance Management Team. He/she is responsible for leading a team of Travel Assistance Coordinators and ensuring the quality delivery of Emergency Travel Assistance Services to our customers. This role reports into the Head of Operations Southeast Asia.

The Travel Assistance Supervisor provides leadership to a dedicated team of Travel Assistance Coordinators including:

1. Team Management-
a. Assist with hiring and training of new employees and with ongoing training of existing staff
b. Provide ongoing coaching to ensure quality service delivery
c. Motivate team members and provide meaningful rewards and recognition
d. Develop call center staff for promotional opportunities within the company
e. Administer personnel policy including individual performance appraisals, preparation and communication of performance reviews, and salary and developmental recommendations

2. Subject Matter Expertise:
a. Interpret and authorize all policy and contract provisions related to case handling procedures
b. Oversight and distribution of active casework among team members; real-time case determinations

3. Escalation Resource:
a. Assist with call handling during unexpected spikes
b. Address escalated situations related to customer service needs
c. Reallocate staff as necessary to optimize center’s responsiveness based on shifting call patterns

Requirements:
The ideal candidate will possess the following:

a. College Degree preferred or equivalent related experience
b. Previous experience supervising multi-cultural teams in a 24/7 environment a plus
c. Knowledge of travel insurance, medical, retail or similar customer service operations
d. Proficiency in English required and the ability to speak/read/write at least 1 additional regional language
e. Demonstrated knowledge of sound customer service techniques (including call control) in a telephone environment.
f. Demonstrated ability to assess performance quality of team members and provide effective feedback to them
g. Ability to manage multiple priorities successfully in a fast-paced environment.
h. Familiarity with staffing and scheduling of 24 hour/7-day operations.
i. Ability to work flexible shifts

To apply: Send in your resume, stating what you could contribute to our team, and how your qualifications and experience fit with the above requirements. Be sure to include contact details for at least two professional and one personal referee and expected remuneration.

Human Resource Manager
AIG-Software International JV Sdn Bhd
G-1, Enterprise 1, Technology Park Malaysia
Bukit Jalil, 57000 Kuala Lumpur
Email : hrm@aigsi.com