Customer Service Agent with English (m/f/d)

Are you a people-person with a passion for delivering outstanding customer experiences? Allianz Partners in Romania is looking for a Customer Service Agent to join our Travel Claims and Helpdesk team, supporting customers across the Austrian and South-Eastern European markets in a hybrid working model in our office in Bucharest. In this role, you will be the first point of contact for customers, business partners, insured persons, and beneficiaries, handling travel insurance inquiries, policy administration, and claims support with professionalism and care. You will work as part of a collaborative, fast-paced team where your communication skills, problem-solving mindset, and attention to detail will make a real difference to the customers you serve every day.

What You'll Do

Customer Support

• Respond promptly to customer and business partner inquiries via phone and email, ensuring polite, professional correspondence and a high level of customer satisfaction at every interaction
• Provide accurate information and assistance regarding travel insurance products, services, and claims details to business partners, insured persons, beneficiaries, and potential clients
• Assist customers and partners with travel policy administration tasks, including modifications, cancellations, and clarification of terms and conditions
• Resolve customer complaints and issues effectively, escalating to internal stakeholders when necessary

Problem Solving

• Analyze customer and business partner issues and troubleshoot problems to provide effective, timely solutions
• Collaborate with other departments to resolve complex cases and ensure a seamless service experience

Documentation & Record-Keeping

• Maintain detailed and accurate records of all customer interactions in the relevant systems and applications
• Ensure efficient policy administration, including updating insured individuals' personal data, managing policy cancellations, and providing information on travel package pricing
• Ensure the confidentiality and security of all customer information at all times

Collaboration & Teamwork

• Work closely with internal departments including Sales, Sysadmin, Accounts Receivable, and Claims to deliver end-to-end customer support
• Discuss complex situations and challenges with the team leader and colleagues, actively contributing to continuous service quality improvement
• Follow the instructions and guidelines of the team leader and management line

Routine & Performance Management

• Adhere to established routines and processes to efficiently manage workload and meet performance metrics and goals set by the team leader

Product Knowledge & Development

• Stay informed about company products, services, and promotions; educate customers on product features and benefits
• Actively participate in company-offered training sessions and team meetings to continuously enhance service skills and knowledge

What You'll Bring

• Strong verbal and written communication skills in English (B2 or above), required for daily customer and partner interactions across international markets
• A genuine customer-first attitude: empathy, patience, and the ability to de-escalate tense situations with professionalism and composure
• Strong problem-solving abilities and attention to detail, with the capacity to analyze issues and identify effective solutions quickly
• Good organizational skills and the ability to multitask in a fast-paced, target-driven environment
• A collaborative, team-oriented mindset - you work well with others and contribute positively to team culture and service quality
• Comfort working with digital tools and CRM systems for accurate data entry and record-keeping
• Prior experience in customer service, helpdesk, or insurance/travel support is an advantage but not required - we provide full training
• Familiarity with AI-assisted customer service tools or digital support platforms is a plus

How We Hire

Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier lists, under contract. Any unsolicited submission 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.

107774 | Operations | Professional | Non-Executive | 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.