Assistance Coordinator (fluent in German)

Become a member of a team of specialists helping travellers worldwide in uncomfortable situations. You would work closely with our medical and transport team. The main task is daily contact with our clients abroad, hospitals, airline companies, tour operators etc.

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 his/her 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

• 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: January 6th, 2025 or upon agreement.
• Important: Work and residence permit in the Czech Republic

• Background of a stable international company with 12 branches worldwide
• Multinational environment and daily communication in foreign languages
• Health and Social Insurance
• 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, part-time also possible
• Quarterly paid bonuses based on performance