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

Are you someone who stays calm under pressure and genuinely wants to help people in difficult moments? Join Allianz Partners as a full-time Customer Care Agent in our Road Mobility division, specializing in Roadside Assistance (RSA). Based at the Allianz Partners Operations Center, you will be the first point of contact for customers facing roadside emergencies, from flat tires and breakdowns to accidents and cross-border vehicle repatriation. Your mission: get them back on the road, safely and swiftly.

What You'll Do

Your responsibilities grow with your skills, structured across three service levels that ensure every customer receives the right support at the right time.

First Call Resolution – Front Office (Inbound) - L1

• Answer inbound emergency calls, gather customer and vehicle information, and assess the situation quickly and accurately
• Arrange immediate roadside solutions including towing, on-the-spot repairs (flat tire, battery jump-start), and replacement vehicle coordination
• Follow up with customers via outbound calls to confirm assistance was received or to clarify location and status

Back-End Volume Management – Back Office (Inbound & Outbound) - L2

• Process system-generated cases and coordinate emergency transport with service providers
• Update Allianz systems with case status, route changes, and business partner confirmations
• Communicate with customers and providers to clarify location, route, estimated arrival times, and service availability
• Arrange secondary services including car rental confirmations, vehicle pickup coordination, taxi, hotel, and train bookings

Complex Cases & Specialist Handling - L3

• Handle cases where customers are stranded outside their home country, coordinating with international teams and providers
• Organize vehicle repatriation, transport of the customer's vehicle back to their home country or a designated location
• Manage multi-step cases involving several service providers or extended timelines
• Handle escalations from dissatisfied customers, disputed cases, or situations requiring immediate attention
• Re-contact customers in unresolved or sensitive situations with careful judgment and empathy

Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insight responsibly and in line with our standards for data governance, security and ethical use.

What You'll Bring

• A customer-first mindset - empathy, patience, and the ability to stay calm when helping people in stressful, emergency situations
• Strong communication skills, both verbal and written, with the ability to manage calls, system updates, and provider coordination simultaneously
• German language proficiency at B2 level or above, required for handling customer interactions and provider coordination in German-speaking markets
• English language proficiency at B1 level or above, required for internal communication, system navigation, and cross-border case coordination
• Willingness to work shift-based hours, including evenings, nights, and weekends, once skill proficiency is achieved through the training program
• A collaborative, team-first attitude when working with business partners, team leaders, and fellow agents
• Reliability and commitment to learning and growing through a structured onboarding and training journey
• Comfort working with digital tools and systems; experience with AI-assisted customer service platforms or dispatch tools is a plus
• No prior roadside assistance experience required, full training is provided from day one

What You'll Experience - Your Training Journey

We invest in your success from day one. You will be guided by dedicated trainers through a structured, phased program designed to build your confidence and competence step by step.

Shift Structure & Working Hours

• Standard coverage hours: Monday to Sunday, 08:00–24:00; after training completion, 24/7 shift coverage applies
• Shift schedules are planned together with your Team Leader and distributed fairly among all agents
• Night shifts are not assigned until you have completed all training and mastered the required skills
• Weekend shifts are assigned only once your Team Leader confirms you are ready to work independently

How we hire

We hire directly. Allianz Partners does not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submissions will not be considered.

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.

102531 | Operations | Entry Level | [[filter11]] | Allianz Partners | Full-Time | Permanent

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. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and 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. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of 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.