.Job Description: 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: Comply with the company's policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives. Customer relationship management and digitized processing of customer contacts, focused on health insurance. Answer inbound calls and written communication within guidelines/goals established by the client and contact center management. 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. Complete daily tasks as allocated in an efficient and timely manner. Maintain accuracy and security of customer information on the database. Identify and escalate issues appropriately. Compose thoughtful and accurate messages or customize prepared responses to customer emails. Research information and solve problems using available resources. Monitor and control numerous concurrent tasks in tandem. Proactively and independently work to meet targets and goals. To succeed in the role, you will need to have: Native or proficient level of German (C2) (mandatory) Advanced level of English (at least C1) both verbal and written (mandatory) Previous experience in customer services and/or banking/insurance is an asset. Computer literate. Pedagogy, active listening, personalized follow-up of insured files. Ability to read, understand and explain guarantees. Ability to calculate and/or explain reimbursement calculations. Customer-oriented, willingness to provide personalized care. Genuine, unfeigned empathy (human situations and tragic contexts to be taken into account). Method, rigor, patience, organization, autonomy, involvement. Ability to keep calm and clear-headed in critical situations. Ability to demonstrate confidence when imparting information or dealing with troubled callers. People-oriented, value-added interpersonal skills. Strong analytical and empathic skills. Logic and mathematical calculations (arithmetic/percentage). Experience with policy work, or help resource project management. Life experience to apply to managing situations. Early adopter of technology. Ability to put callers at ease
