Swedish-speaking Agent – Athens, Greece

A rapidly growing leader in the global device-protection and insurance market is a rapidly growing leader in the global device protection market partnering with major operators retailers and manufacturers worldwide. We are dedicated to transforming the insurance experience by putting the customer first offering transparent terms innovative products easy online claim filing and flexible resolution options. Our exceptional team is at the heart of this mission empowering people to protect the devices that keep life running smoothly.

As a Customer Service & Claims Agent you will be a crucial part of this transformation. Youll be responsible for resolving inquiries processing claims and ensuring compliance all while delivering empathetic service. This role involves handling a variety of customer interactions from processing new claims and coordinating repairs to providing detailed product information and managing complaints. Youll contribute to building customer trust and continuously improving our service standards helping us redefine what people expect from an insurance plan.

Key Responsibilities

• Resolve customer inquiries and process claims efficiently escalating complex cases following standard operating procedures.
• Adhere strictly to GDPR and company guidelines to ensure data protection and regulatory compliance.
• Deliver empathetic service and actively participate in ongoing training to maintain high performance standards.
• Log complaints immediately and acknowledge them within 24 hours aiming for resolution within 15 working days (or 2 days for vulnerable customers).
• Conduct Root Cause Analysis and detailed reporting to support continuous improvement and regulatory compliance.
• Process new and existing claims manage status updates approvals/denials and coordinate repairs/replacements for various electronics and appliances.
• Provide comprehensive customer support including answering questions on warranty coverage explaining terms handling complaints/escalations and providing product/service information.
• Accurately log case notes in CRM (Salesforce) update customer intents/knowledge base and perform after-contact administration.

What Were Looking For

• Native or near-native proficiency in Swedish (C1 level) to effectively support our customers.
• Significantly advanced communication skills demonstrating clarity empathy and excellent listening and questioning techniques to thoroughly understand customer needs. Ability to explain complex insurance concepts in plain language.
• Significantly advanced Problem Solving & Solution Orientation proactively resolving issues and customer dissatisfaction with quick decision-making to offer first-time resolutions.
• Significantly advanced Customer Oriented Process Excellence identifying and addressing vulnerabilities or special circumstances with empathy and professionalism throughout the claim journey. Ability to manage challenging interactions calmly while maintaining a positive customer experience.
• Significantly advanced Operational Excellence ensuring precise updating of claim and case notes complete and compliant documentation and efficient multi-tasking across multiple systems.
• Adherence to regulatory standards and internal guidelines.
• Exhibit ownership and accountability in all tasks.
• A commitment to fostering continuous improvement.

Whats on Offer

• Attractive base salary and bonuses
• Comprehensive Training: Benefit from a structured 2-week induction and on-the-job training program followed by 2 weeks of On-the-Job (OTJ) Nesting. Ongoing refresher courses are provided to keep you updated with policy and process changes. All training is conducted in person to ensure a thorough learning experience.
• Inclusive relocation package

Start your next customer service adventure abroad. Apply today!