At Allianz, Every Contact Counts — And You Can Make a Difference.

At Allianz Partners, we help millions of people around the world every year through innovative Travel and Assistance solutions. We put people at the center of everything we do and foster an international, inclusive, and excellence-driven work environment.

We are currently looking for Assistance Operators to join our team in Miraflores, Portugal. Here, every interaction matters — you will play a key role in supporting our customers when they need us most.

What You Will Do

You will be responsible for opening, managing, and closing cases for different partners, ensuring compliance with operational procedures while delivering an outstanding customer experience throughout the entire customer journey.

Key Responsibilities

• Handle incoming calls and other contact channels (FNOL – First Notice of Loss), providing support to customers, beneficiaries, partners, and suppliers, while ensuring cases are followed through to completion.
• Review and validate coverage eligibility based on policy terms and conditions, clearly communicating the acceptance or rejection of requests.
• Coordinate services with the appropriate suppliers and monitor progress until case resolution.
• Review reports, partner requests, assessments, and quotations from experts and repair companies.
• Conduct preliminary cost analysis and ensure the accurate validation of service-related expenses.
• Manage equipment replacement processes, when applicable, using the available tools and systems.
• Monitor and resolve requests and incidents, ensuring high-quality service and compliance with deadlines.
• Ensure all services are delivered correctly and in accordance with established standards.
• Manage communication with partners and suppliers throughout the entire process.
• Support customers by advising them on and promoting additional services included in their products (for example, IT assistance services).
• Manage the availability of replacement equipment when applicable.
• Calculate and communicate deductibles and compensation amounts, ensuring proper follow-up throughout the process.
• Enhance customer interactions through the implementation of Conversational AI solutions to optimize communication processes.
• Work effectively in an environment supported by Artificial Intelligence (AI), Machine Learning, data analytics, and cloud-based tools, using information responsibly and in accordance with our data governance, security, and ethical standards.

What You Bring

• High school diploma (12th grade) or equivalent technical qualification (required).
• Fluency in French and English (minimum B2 level – required).
• Valid work authorization for Portugal (required).

Skills

• Strong customer orientation, with empathy and excellent communication skills.
• Analytical thinking and decision-making abilities.
• Strong organizational skills and the ability to manage multiple cases simultaneously.
• Dynamic, resilient, and adaptable in fast-paced environments.
• Team-oriented mindset with strong collaboration skills.
• Proficiency in using computer applications and digital tools.

Employment Conditions

• Location: Rua Miguel Serrano, nº 7, 5th Floor, Miraflores Premium III Building, 1495-173 Algés, Portugal
• Contract: 6-month fixed-term contract, with the possibility of extension based on performance
• Paid initial training: 3 weeks
• Working hours: Monday to Friday, from 08:00 to 17:00 or from 09:00 to 18:00
• Hybrid working model: available from the 6th month (2 days in the office and 3 days remote)

What We Offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. 
Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.