Fachspezialist:in Beschwerdemanagement 60-70% (Wallisellen (Zürich), Zürich, CH, 8304)

Allianz
Zurich
Workplace: OnsitePart timeFunction: Solutions Engineering & Sales EngineeringEducation: certificationSkills: ["Service orientation","Ownership","Reliability","Communication","Structured working"]

As a complaints management specialist, you serve as a central contact for customers and ensure their concerns are handled professionally, efficiently, and in a customer-oriented way. You triage and log complaints in the system, coordinate structured handling with the relevant specialist units, and independently manage complex cases including cross-functional clarification. You also drive improvements by identifying recurring issues and supporting AI-assisted e-learning for decentralized complaint managers.

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FursaFursa
Allianz
Allianz
16 hours ago

Fachspezialist:in Beschwerdemanagement 60-70% (Wallisellen (Zürich), Zürich, CH, 8304)

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Job Summary

As a complaints management specialist, you serve as a central contact for customers and ensure their concerns are handled professionally, efficiently, and in a customer-oriented way. You triage and log complaints in the system, coordinate structured handling with the relevant specialist units, and independently manage complex cases including cross-functional clarification. You also drive improvements by identifying recurring issues and supporting AI-assisted e-learning for decentralized complaint managers.
Location: Zurich
Workplace: Onsite
Employment Type: Part time · Permanent
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Receive customer complaints and ensure structured triage while coordinating efficient handling by the responsible specialist units.
  • •Independently process complex complaints, conduct internal clarifications, and actively support the development of sustainable solutions.
  • •Work closely with internal and external stakeholders (e.g., legal services, data protection, corporate communications, ombudsstelle) to ensure timely case processing.
  • •Identify recurring problem areas and pass them to the Customer Experience team to initiate targeted improvements.
  • •Develop and run E-learning for decentralized complaints managers and prepare insights, recommendations, and presentations using modern AI-assisted work methods.

Pay and Benefits

Perks:Paid LeaveLearning BudgetJob Sharing

Key Requirements

  • •Completed commercial education, ideally in the insurance industry (additional business administration training is an advantage).
  • •Experience in direct customer contact, preferably in processing customer complaints or claims complaints.
  • •High service and solution orientation with strong ownership, reliability, and discretion.
  • •Excellent communication skills for handling demanding or conflict-prone situations.
  • •Very good MS Office skills (PowerPoint, Excel, Word) and experience using AI tools (e.g., Copilot).
Experience:InsuranceCustomer service
Education:Certification / Diploma in Betriebswirtschaft
Skills:Service orientationOwnershipReliabilityCommunicationStructured working
Languages:FrenchItalian
Tech Stack:MS OfficePowerPointExcelWordAI toolsCopilot

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn