Teamleitung Zurich Kundenservice (m/w/d) (Frankfurt, DE)

Zurich Insurance
Frankfurt
Workplace: HybridFull timeFunction: Administration & Executive AssistanceEducation: certificationSkills: ["Communication","Leadership","Problem-solving","Teamwork","Decision-making"]

Lead and develop an operational customer service team in Frankfurt, overseeing daily flows, capacity, and priorities to ensure service quality and SLA adherence. You’ll handle behavioral escalations, collaborate with Product Management, IT, and Quality Assurance, and drive process improvements within the Kfz direct insurance domain, with opportunities for cross‑functional and international growth.

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FursaFursa
Zurich Insurance
Zurich Insurance
4 months ago

Teamleitung Zurich Kundenservice (m/w/d) (Frankfurt, DE)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead and develop an operational customer service team in Frankfurt, overseeing daily flows, capacity, and priorities to ensure service quality and SLA adherence. You’ll handle behavioral escalations, collaborate with Product Management, IT, and Quality Assurance, and drive process improvements within the Kfz direct insurance domain, with opportunities for cross‑functional and international growth.
Location: Frankfurt
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead the ongoing operations of an operational customer service team at the Frankfurt location.
  • •Drive daily workflows, capacity planning and prioritization to meet SLA targets and deliver efficient processes.
  • •Ensure service quality and manage escalations to maintain high customer satisfaction.
  • •Collaborate closely with internal teams such as Product Management, IT and Quality Assurance.
  • •Provide regular reporting on performance, load, and service levels; contribute to projects within the automotive insurance domain.

Pay and Benefits

Perks:FlexibleLearning BudgetHealth InsurancePensionRemote WorkWellness StipendLife InsuranceTrainingDiversity

Key Requirements

  • •Must have leadership experience in a customer service setting and a proven ability to manage and develop teams
  • •Demonstrated excellence in service orientation, communication, and decision‑making
  • •Structured, process‑oriented with a passion for continuous improvement
  • •Strong knowledge of car insurance (Kfz‑Direktversicherung) processes and SLA management
  • •Completed business/commerce training or equivalent certification in the insurance field
Experience:InsuranceCustomer serviceAutomotive insurance
Education:Certification / Diploma
Skills:CommunicationLeadershipProblem-solvingTeamworkDecision-making
Languages:German

Company Brief

Zurich Insurance
Zurich Insurance Group is a global insurance company offering a wide range of general insurance and life insurance products and services to individuals, small businesses and large corporations across multiple markets worldwide.
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: Zurich, Switzerland
Founded: 1872
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn