German Customer Advisor for a Global Consulting Leader - Porto, Portugal

at  Foundever

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?

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 goal

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
• Makes the customers feel confident that their needs are being met
• Dependable, reliable and able to perform duties with minimum supervision
• Ability to interact positively with peers and supervisors
• Must hold EU citizenship or valid work permit for Portugal
• Be a local candidate or willing to relocate to Porto, Portugal (work on site