Customer Service Agent (m/f/d)

Passportcard Nomad Ltd.; Hamburg; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Free lunch

30 vacation days

Referral bonus

Pension scheme after 1 year

Deutschlandticket after probation

Team events

Psychological support access

Central Hamburg offices

Job summary

PassportCard Europe GmbH is seeking a committed customer service professional to handle inquiries, review reimbursement claims and process changes to contracts. You will work within an international, multilingual team to ensure high quality service and timely responses.

The role requires strong communication skills in German and English, reliability, and the ability to work shifts including weekends. Our Hamburg offices offer modern facilities and a supportive work environment.

Qualifications

• Excellent communication skills in German and English, both written and spoken.
• Experience in service, tourism or call center is a plus.
• Strong customer orientation and willingness to work shifts.

Responsibilities

• Handle incoming inquiries by phone, chat and email from customers.
• Review reimbursement claims and process contract changes.
• Address special requests and provide accurate information about products and services.
• Participate in internal training to deepen knowledge of medical terminology and processes.

Skills

Communication

German (spoken/written)

English (spoken/written)

Customer service mindset

Team player

Fast learner

Tools

MS Office

Job description

PassportCard Europe GmbH is part of the international PassportCard Group and a provider of innovative solutions in international health and insurance services. We stand for sustainable growth, partnership and a high quality standard in the market.

To strengthen our customer service team we are looking for a committed, service-minded person who supports our customers competently. In this responsible position you handle incoming enquiries about our products and services, review reimbursement claims, process contract changes and take care of individual special requests.

If you bring strong communication skills, initiative and enjoy a performance- and customer-oriented way of working in a team, we look forward to your application.

• Expert handling of all incoming enquiries (by phone, chat and email) from existing or potential customers regarding our products and services (inbound), in line with agreed SLAs
• Processing of reimbursement claims
• Changes to insurance contracts
• Handling of special requests
• Participation in internal training to deepen your knowledge of medical terminology, our products and operational processes

Your profile

• Professional experience in service, tourism or a call or service centre is an advantage
• Quick comprehension and sound judgement
• A strong customer and service orientation is at the centre of your daily work
• High level of commitment
• Strong communication and confident written correspondence
• Independent and reliable way of working
• You enjoy a performance- and goal-oriented way of working
• Good knowledge of common MS Office applications
• Very good German and English language skills (spoken and written)
• Willingness to work shifts and weekends (early shift 06:45-15:15, late shift 14:45-23:15)
• A varied role in a dynamic working environment with an international, multilingual team
• Free lunch, snacks and a fruit basket
• 30 vacation days per year
• Employee referral programme with bonus payments
• Subsidised company pension scheme after one year with the company
• Excellent long-term prospects
• 100% coverage of the Deutschlandticket after the probation period
• Regular team events
• All offices are equipped with electrically height-adjustable desks for ergonomic working
• Access to acute psychological support services
• Centrally located, modern offices in a prime Hamburg location with excellent public transport links

Then we look forward to meeting you!