Customer Care Agent - RSA DE (m/f/d)

Allianz
Romania
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Customer-first mindset","Empathy","Communication","Calm under pressure","Reliability"]

Handle inbound emergency roadside assistance calls and coordinate support through multi-level case handling. You’ll gather customer and vehicle details, arrange towing and on-the-spot repairs, manage back-office case processing and provider communication, and handle complex cross-border repatriation escalations. Work from the Allianz Partners Operations Center with AI-, machine learning-, and analytics-enabled tools, supported by a structured onboarding and shift training program.

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FursaFursa
Allianz
Allianz
1 month ago

Customer Care Agent - RSA DE (m/f/d)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Handle inbound emergency roadside assistance calls and coordinate support through multi-level case handling. You’ll gather customer and vehicle details, arrange towing and on-the-spot repairs, manage back-office case processing and provider communication, and handle complex cross-border repatriation escalations. Work from the Allianz Partners Operations Center with AI-, machine learning-, and analytics-enabled tools, supported by a structured onboarding and shift training program.
Location: Romania
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Answer inbound emergency calls, assess situations quickly, and gather customer and vehicle information.
  • •Arrange immediate roadside solutions such as towing, flat tire repair, battery jump-start, and replacement vehicle coordination.
  • •Process system-generated cases, coordinate emergency transport with service providers, and update case status in Allianz systems.
  • •Communicate with customers and providers to clarify location, route, estimated arrival times, and service availability.
  • •Handle complex cases including cross-border stranded customers, vehicle repatriation, multi-step escalations, and re-contacting customers in unresolved situations with empathy.

Key Requirements

  • •A customer-first mindset with empathy, patience, and the ability to stay calm in emergency situations.
  • •Strong verbal and written communication to manage calls, system updates, and provider coordination.
  • •German language proficiency at B2 level or above for German-speaking market interactions.
  • •English language proficiency at B1 level or above for internal communication and cross-border case coordination.
  • •Willingness to work shift-based hours, including evenings, nights, and weekends after training completion.
Skills:Customer-first mindsetEmpathyCommunicationCalm under pressureReliability
Languages:GermanEnglish
Tech Stack:AIMachine learningData analyticsCloud-based tools

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