Customer Care Agent - Roadside Assistance (Dutch-speaking) Romania - Allianz - Bucharest

Job description

Customer Care Agent – Roadside Assistance (Dutch-speaking)

Why this role exists

Be the calm, professional voice motorists rely on in critical moments. You will triage emergency calls, coordinate support with our partners, and follow through to successful case closure. Your work directly impacts customer safety, satisfaction, and Allianz Partners’ service reputation.

What you will do

Answer inbound emergency calls; assess incidents and capture accurate customer and vehicle details
Coordinate roadside interventions and towing/recovery with our partner network; confirm ETAs and service details
Arrange follow-up services (e.g., rental car, vehicle repatriation, collection) and ensure timely, satisfactory case closure
Proactively call customers to confirm status, clarify location/routing, and propose additional solutions when needed
Maintain complete, real-time case notes in our systems; document all actions and partner interactions to standard
De-escalate challenging situations with empathy; set clear expectations and prioritize safety
Collaborate with Team Leaders, trainers, and colleagues to maintain service levels and support continuous improvement
Meet quality and service targets (e.g., SLA adherence, QA standards, CSAT) and follow data protection and safety guidelines

Training and development

Structured onboarding over approximately 4–6 months until multi-skilling is achieved
Training delivered in three progressive phases with supervised hands-on practice after each phase
Ongoing support with dedicated trainers and monthly written feedback
Continued development and coaching after multi-skilling

Shift structure and working hours

Operating window: 08:00–23:00, Monday to Sunday
Night shifts (24/7 coverage) begin only after all required training and night-work certification are completed
Night shift rotations typically occur every 2 months and last 5–7 days for participating agents
Weekend shifts start once you have mastered at least two skills and are approved to work independently
Shift schedules are set by Team Leaders and distributed fairly across the team

What you bring

Proven customer service experience, ideally in emergency assistance, roadside assistance, insurance, transport, or similar environments
Strong telephone communication skills; able to stay calm, structured, and solution-focused under pressure
Comfortable using IT systems, including CRM/dispatch and case management tools; quick, accurate note-taking
Problem-solving mindset, teamwork, and a commitment to customer safety and satisfaction
Language requirements: Dutch fluency at C1+ and English at B2+ minimum (please indicate levels in your application)
Willingness and ability to work shifts, including evenings, nights, and weekends (post-training)
Right to work in the Netherlands and any other legal authorizations required for the role

Tools you’ll use

Modern telephony and contact handling platforms
CRM/dispatch and case management systems
Mapping and geolocation tools for accurate routing and partner coordination

What we offer

A supportive team culture focused on wellbeing, inclusion, and professional growth
Structured onboarding, internal training, coaching, and ongoing development
Transparent shift planning with input from Team Leaders
Access to Allianz Partners learning resources and career mobility across our global organization

Compensation

Full compensation details will be shared with shortlisted candidates during the process

How to apply Please register or log in to our application system and complete the application form. Include your CV and clearly indicate your Dutch and English language levels.

Equal opportunity Allianz Partners is an equal opportunity employer. We welcome applications from all qualified candidates and will provide reasonable accommodations throughout the recruitment process upon request.

Offers “Allianz”

Job description