Description:
Where will your career take you next? Let’s find out together.
At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.
Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.
About Travel Guard
This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.
What you’ll be doing:
In this role you will be the first point of contact for policyholders, providing clear, accurate and empathetic support across travel insurance enquiries and claims‑related matters, helping ensure a smooth and reassuring customer experience.
- Respond to customer enquiries via phone and email, providing accurate information and guidance in line with policy coverage and service standards.
- Advise policyholders on policy benefits, coverage limits, claims procedures and renewals.
- Register claims, log case details and manage general email enquiries, escalating matters to claims teams where required.
- Guide customers through claims submissions, status updates and follow‑up actions with professionalism and care.
- Accurately record case‑related documentation in relevant systems in a timely manner.
- Maintain clear and effective communication with internal teams to support timely case resolution.
- Support service teams by ensuring customers receive prompt, consistent and high‑quality communication.
- Handle sensitive or urgent situations calmly, ensuring confidential information is managed in line with company and partner protocols.
- Contribute to positive customer relationships by delivering service aligned with regulatory obligations, SLAs and our brand promise.
What skills and experience you’ll bring on this journey:
You will have a customer‑focused mindset, strong communication skills and the ability to deliver reliable service in a fast‑paced, regulated environment.
- A Diploma or Degree in any field, or equivalent relevant work experience.
- Minimum 2 years’ experience in a call centre or customer service environment.
Certification in Basic Insurance Concepts and Principles (BCP) or Personal General Insurance (PGI) or the willingness to attain them
- Demonstrated ability to deliver high‑quality customer service, particularly in high‑pressure or regulated industries.
- Fluency in English and Malay, with clear, professional verbal and written communication skills; proficiency in Mandarin is an advantage.
- Strong interpersonal and telephone skills, with confidence handling a wide range of customer enquiries.
- Solid problem‑solving and reasoning skills, with the ability to work independently or collaboratively.
- The ability to remain calm, courteous and solutions‑focused when managing difficult or time‑sensitive situations.
- Good computer literacy and attention to detail when managing case documentation.
Why you’ll love working with us!
We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.
We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.
Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.
We also offer some fantastic benefits including:
16 days annual leave
Personal and family health insurance coverage
Life insurance
Employee rewards and recognition schemes
Appy today and let’s go to great places together!
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