Customer Service Agent H/F (Tunis, TN)

Allianz
Tunis
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Calm under pressure","Documentation accuracy","Problem-solving","Data-informed decision making"]

Serve as a reliable first point of contact for customers and providers, handling incoming calls and making follow-up outbound calls to keep cases moving. Follow Care Centre scripts and procedures, document every interaction accurately in the systems, and ensure administrative closure. Support problem analysis within your scope, escalating complex cases to the team lead as needed while working in an environment that uses AI, machine learning, data analytics, and cloud tools responsibly.

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FursaFursa
Allianz
Allianz
2 hours ago

Customer Service Agent H/F (Tunis, TN)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Serve as a reliable first point of contact for customers and providers, handling incoming calls and making follow-up outbound calls to keep cases moving. Follow Care Centre scripts and procedures, document every interaction accurately in the systems, and ensure administrative closure. Support problem analysis within your scope, escalating complex cases to the team lead as needed while working in an environment that uses AI, machine learning, data analytics, and cloud tools responsibly.
Location: Tunis
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Answer incoming calls from clients and providers, understand their request, and respond using Care Centre scripts and procedures.
  • •Perform outbound calls to follow up on cases (e.g., additional medical reports, second medical opinions, claims) and keep clients informed within stated timelines.
  • •Update client/member databases with changes in status and accurately document each conversation and action.
  • •Ensure administrative closure for each call (recording, system updates, and liaising with other departments when needed) so cases remain current and usable.
  • •Analyze issues within your scope, propose logical solutions, and escalate sensitive or complex cases to the team lead or deputy responsible as needed.

Key Requirements

  • •Have concrete experience in phone-based customer relations (contact center, customer service, assistance) and can handle a call volume while maintaining service quality.
  • •Be comfortable with common IT tools (case management systems, databases, CRM) and working with multiple applications during a call.
  • •Communicate clearly, professionally, and empathetically in French (and ideally English) to explain information and reassure clients and providers.
  • •Be rigorous in accurate case documentation so requests can be tracked, followed, and corrected when needed.
  • •Follow service commitments, Nextcare policies, and applicable procedures consistently; demonstrate problem-solving and analytical skills to identify the real need behind each call.
Experience:InsuranceContact centerCustomer service
Skills:CommunicationEmpathyCalm under pressureDocumentation accuracyProblem-solvingData-informed decision making
Languages:FrenchEnglish
Tech Stack:CRMDatabasesCloudArtificial intelligenceMachine learningData analytics

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