Come and work with us.
Do you want to work with a company that believes in building brighter futures?
Are you German native or fluent with strong English communication skills?
Looking to make your career in a multicultural environment in the happy and historic city of Porto?
So we have the perfect opportunity for you
Our client is a global consulting leader helping clients around the world redefine the world of work, reshape retirement and investment outcomes, and unlock real health and well-being for their people.
As a customer service specialist in this project, your daily responsibilities will include:
1. Comply with the company's policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives.
2. Customer relationship management and digitized processing of customer contacts, focused on health insurance.
3. Answer inbound calls and written communication within guidelines/goals established by the client and contact center management
4. Be a first point of contact to handle and resolve cases from policyholders (under group and/or individual contracts) such as requests for information on contributions, reimbursements and calculations of complementary reimbursements to Social Security, upgrading and/or downgrading, affiliation or deletion of beneficiaries, rights and benefits
5. Complete daily tasks as allocated in an efficient and timely manner
6. Maintain accuracy and security of customer information on the database
7. Identify and escalate issues appropriately
8. Compose thoughtful and accurate messages or customize prepared responses to customer emails
9. Research information and solve problems using available resources
10. Monitor and control numerous concurrent tasks in tandem
11. Proactively and independently work to meet targets and goals
To succeed in the role, you will need to have:
12. Native or proficient level of German (C2) (mandatory)
13. Advanced level of English (at least C1) both verbal and written (mandatory)
14. Previous experience in customer services and/or banking/insurance is an asset.
15. Computer literate
16. Pedagogy, active listening, personalized follow-up of insured files
17. Ability to read, understand and explain guarantees
18. Ability to calculate and/or explain reimbursement calculations
19. Customer-oriented, willingness to provide personalized care
20. Genuine, unfeigned empathy (human situations and tragic contexts to be taken into account)
21. Method, rigor, patience, organization, autonomy, involvement
22. Ability to keep calm and clear-headed in critical situations
23. Ability to demonstrate confidence when imparting information or dealing with troubled callers
24. People-oriented, value-added interpersonal skills
25. Strong analytical and empathic skills
26. Logic and mathematical calculations (arithmetic/percentage)
27. Experience with policy work, or help resource project management
28. Life experience to apply to managing situations
29. Early adopter of technology
30. Ability to put callers at ease
31. Makes the customers feel confident that their needs are being met
32. Dependable, reliable and able to perform duties with minimum supervision
33. Ability to interact positively with peers and supervisors
34. Must hold EU citizenship or valid work permit for Portugal
35. Be a local candidate or willing to relocate to Porto, Portugal (work on site)
Benefits.
36. Signing bonus
37. Relocation package
38. Competitive wages
39. Paid professional training
40. Employee discounts
41. Private healthcare & dental insurance (after six months of employment)
42. Growth opportunities through various development programs
43. Fun and engaging company-wide initiatives, including our EverBetter wellness program
44. Job stability
45. Life-long skills and experience
46. Excellent work culture
Go further with Foundever
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.