Fachspezialist Beschwerdemanagement 60-70% (m/w/d)

Allianz
Zurich
Workplace: OnsitePart timeFunction: Customer Support (Service Desk)Skills: ["Customer focus","Communication","Problem-solving","Ownership","Discretion"]

Act as a central contact for customer complaints, ensuring structured intake, triage, and timely handling. Record complaints in the system and coordinate expert processing across internal units, taking ownership of more complex cases when needed. Partner with stakeholders such as Legal, Data Protection, Corporate Communications, and the Ombudsperson office to communicate transparently and meet deadlines. Drive continuous improvements by identifying recurring issues and developing e-learning content for decentralized complaint managers, using modern AI-assisted methods.

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FursaFursa
Allianz
Allianz
2 hours ago

Fachspezialist Beschwerdemanagement 60-70% (m/w/d)

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

Job Summary

Act as a central contact for customer complaints, ensuring structured intake, triage, and timely handling. Record complaints in the system and coordinate expert processing across internal units, taking ownership of more complex cases when needed. Partner with stakeholders such as Legal, Data Protection, Corporate Communications, and the Ombudsperson office to communicate transparently and meet deadlines. Drive continuous improvements by identifying recurring issues and developing e-learning content for decentralized complaint managers, using modern AI-assisted methods.
Location: Zurich
Workplace: Onsite
Employment Type: Part time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Receive customer complaints and ensure structured triage and coordination of efficient processing by the responsible specialist units.
  • •Independently handle complex complaints, perform internal clarifications, and support the creation of sustainable solutions.
  • •Coordinate timely case handling with internal and external stakeholders (e.g., Legal Services, Data Protection, Corporate Communications, Ombudsperson).
  • •Identify recurring problem areas and share them with the Customer Experience team to initiate targeted improvements for customers.
  • •Develop and run e-learning for decentralized complaint managers and support preparation of insights, recommendations, and presentations using modern AI-assisted methods.

Pay and Benefits

Perks:Job SharingParental Leave

Key Requirements

  • •Completed commercial training, ideally in the insurance industry; further education in business administration (HF/FH) is an advantage.
  • •Experience in direct customer contact, preferably handling customer complaints or claims (Reklamationen).
  • •High service and solution orientation with strong ownership, reliability, and discretion.
  • •Excellent communication skills for challenging or conflict-prone situations.
  • •Very good MS Office skills (PowerPoint, Excel, Word) and experience using AI tools (e.g., Copilot).
Experience:InsuranceCustomer service
Skills:Customer focusCommunicationProblem-solvingOwnershipDiscretion
Languages:FrenchItalian
Tech Stack:Microsoft OfficePowerPointExcelWordAI toolsCopilotE-LearningAI-assisted working methods

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