Customer Care Agent (German-speaking)

Job Title: German‑Speaking Customer Care Agent

ERF ID: 32646

Department Code: 907106

Location: TP Athens – Piraeus – PPP1

Remote / WAHA: Yes (Training from home + Work from home)

Language: German

Position Type: Agent

Work Hours: 09:00–22:00

Schedule: Monday–Friday + Weekends

Interview Deadline: 22/05/2026

Training Start: 02/06/2026

About the Project

Join a major German insurance group, ranked among the country's top 10 insurers and the largest car insurance provider nationwide. The company serves over 13 million customers and insures nearly 14 million vehicles.

As a Customer Care Agent, you will support German-speaking customers via phone and email, specializing in motor vehicle insurance and general policy administration.

Your Responsibilities

Customer Support & Case Resolution

• Handle inbound and outbound customer interactions in German via phone and email.
• Understand customer needs and provide accurate information and solutions.
• Escalate complex issues following standard procedures.
• Deliver empathetic, professional communication across all contact channels.

Motor Vehicle Insurance Administration

• Process new motor vehicle insurance applications.
• Handle vehicle change and conversion requests.
• Manage policy terminations and general correspondence.

General Policy Management

• Process address and account changes.
• Handle SEPA mandates.
• Perform precise contract logging and data entry (critical step with significant financial impact).

Additional Tasks

• Provide telephone advice for motor vehicle policy offers and existing customers.
• Prepare cross-selling offers (liability, accident, property, legal expense lines).
• Obtain necessary customer consent declarations.
• Encourage registrations to the customer self-service portal.
• Schedule pension consultation appointments.
• Process incoming documentation (mail/email) accurately and on time.

Required Skills & Competencies

• Advanced communication skills: Clear, empathetic, strong listening and questioning ability.
• Advanced problem-solving: Proactive handling of complaints and customer dissatisfaction; focus on first-contact resolution.
• Customer-oriented mindset: Ability to manage sensitive situations with professionalism and empathy.
• Operational excellence: Accurate documentation, efficient multitasking across multiple systems.
• Compliance: Strong understanding of GDPR and adherence to internal guidelines.
• Ownership, accountability, and continuous improvement attitude.
• Technical skills:
  • Comfortable with Windows, Android, Chrome OS.
  • Proficient with desktop computers, MS Office (or similar), CRM and claims systems.
  • Strong multitasking ability.
  • Typing speed 25 wpm with 85% accuracy.
• Education: Minimum high school diploma or equivalent.

Salary & Benefits

• Gross Monthly Salary: 1450.00 €
• Performance Bonus: Up to 10% productivity bonus (based on target achievement)
• Full remote option (including training).
• Long-term project with strong development opportunities.