Assistance Coordinator (fluent in German)

Assistance Coordinator (fluent in German)

Step into a role where your language skills and empathy make a real difference! Imagine being the first point of contact for travelers in need, guiding them through challenging situations with confidence and care.

At Euro-Center Prague, you'll join a diverse and dynamic team dedicated to providing exceptional support to clients worldwide. With access to state-of-the-art training, a supportive environment, and a multinational culture, this is more than just a job – it’s your chance to be a hero for those in need while building a rewarding career in the heart of Prague.

We are currently looking for German speakers to strengthen our Prague based teams.

Main responsibilities:

• Handle any inbound or outbound communication related to assistance. These communications can be with a policyholder, medical and technical providers, agents, customers and other Euro-Center Offices.
• Register all communications and taken actions in the systems provided by the company (Globo, Outlook, telephone system and others)
• Register and adjust reserves for services requested when necessary, up to the authorised financial limit.
• Coordinate adequately all logistic arrangements locally and internationally.
• Coordination with the Medical Team according to Euro-Center’s escalation process
• Have a good knowledge of all products, be able to fast, and efficiently check policy terms and conditions required for the case.
• Be able to understand the available provider network and identify preferred providers in different countries adequate for an ongoing case.
• Follow the customers’ guidelines and Service Level Agreements (SLA) according to Euro-Center’s regulations and GDPR Instructions.
• Work in close coordination with their senior colleagues (senior coordinator, team leaders)
• Upon AC and EC management request, to conduct other functions related to the assistance center activity
• Language back-up according agreement

Requirements:

• Native or Advanced (level C2) knowledge of German
• Advanced English - it is our internal company language
• Experience in working in customer service is an advantage
• Empathy towards customers
• Good level of organisation, multi-tasking and effective time management
• Flexible and fast thinking, cool-headed in stressful situations
• Ability to analyse a situation and find a solution
• Being ready to learn and follow given procedures and rules
• Time flexibility (work in shifts 24/7) - possible 40% of working time work from HOME OFFICE after probation period
• Required start: immediately or upon agreement
• Important: Work and residence permit in the Czech Republic

What we offer:

• Background of a stable international company with 12 branches worldwide
• Multinational environment and daily communication in foreign languages
• Very interesting and varied job
• Initial training based on international professional know-how
• Motivating salary and benefits (e.g. meal allowance, quarterly bonuses, Multisport card, contribution to language courses and many more!)
• Modern offices in Karlín (one of Prague's liveliest districts)
• Possibility of Home office
• Flexible planning of shifts
• Quarterly paid bonuses based on performance

To have a better understanding of our company and daily responsibilities, please see our CASE STUDIES:

(https://www.euro-center.com/#callUs)

(https://www.euro-center.com/about-us/#jobsAvailable)

If you are interested in this position, please send us your CV, including your time availability, both for the interview and a possible starting date.

We are looking forward to receiving your applications :)