Finnish-Speaking Customer Service & Claims Agent – Athens

Cross Border Talents; Vantaa; On-site; EUR 13,000 - 20,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Transport bonus

Structured training program

8-month contract with extension

International environment

Job summary

Cross Border Talents seeks a Finnish-speaking Customer Service & Claims Agent to join an international team in Athens, Greece. The role involves supporting Finnish customers through warranty and claims, explaining policy terms, and handling inquiries with empathy and professionalism.

Responsibilities include managing claims end-to-end, coordinating repairs or replacements, and ensuring regulatory compliance while maintaining accurate CRM case notes.

Qualifications

• Native Finnish or C1 level Finnish language proficiency.
• Eligibility to work in Greece (EU citizenship or valid work authorization).
• Based in Athens or willing to relocate.
• Minimum high school diploma or equivalent.

Responsibilities

• Resolve customer inquiries and process claims, escalating complex cases as needed.
• Manage new and existing claims, including status updates, approvals and denials, and coordinating repairs or replacements.
• Explain warranty coverage and policy terms; handle complaints with empathy and professionalism.

Skills

Communication skills

Problem-solving

Empathy

Documentation accuracy

Multitasking

Regulatory compliance

Education

High school diploma

Tools

Salesforce

CRM software

Job description

We are seeking a Finnish-speaking Customer Service & Claims Agent to join an international team in Athens, Greece. The client is a fast-growing global leader in device protection and insurance for electronics and appliances.

In this role, the successful candidate will support Finnish-speaking customers throughout the warranty and claims process. The work involves answering coverage questions, managing claims from start to finish, and resolving complaints with empathy and professionalism. This is a great opportunity to build a career in customer service and claims handling within a regulated, quality-focused environment.

Athens offers a unique blend of history, culture and modern city life, along with a growing international business community.

Key Responsibilities

• Resolve customer inquiries and process claims efficiently, escalating complex cases in line with standard procedures
• Manage new and existing claims, including status updates, approvals and denials, and coordinating repairs or replacements
• Answer questions about warranty coverage, explain policy terms, and handle complaints and escalations
• Log and acknowledge complaints within required timeframes and drive them to resolution within service standards, prioritising vulnerable customers
• Carry out root cause analysis on complaints and contribute to reporting for continuous improvement and regulatory compliance
• Maintain accurate case notes in the CRM system (Salesforce) and complete after-contact administration
• Comply fully with GDPR and data protection requirements
• Take part in ongoing training to maintain high performance standards

Working Schedule

• Monday to Friday, with occasional weekend shifts
• Rotating shifts between 10:00 and 23:00

Benefits

• Competitive monthly salary
• Monthly performance-based productivity bonus
• Monthly transportation bonus
• Structured 4-week paid training programme (2 weeks induction, 2 weeks on-the-job nesting)
• Ongoing refresher training on policies and processes
• Initial 8-month contract with potential for extension
• International and multicultural working environment

Requirements

Mandatory

• Native or C1-level Finnish
• Eligibility to work in Greece (EU citizenship or valid work authorisation)
• Based in Athens or able to relocate independently
• Minimum high school diploma or equivalent
• Typing speed of at least 25 words per minute with 85% accuracy

Core Competencies

• Excellent communication skills, including active listening, effective questioning and the ability to explain complex information clearly
• Strong problem-solving skills with a focus on first-time resolution
• Empathy and professionalism, especially with challenging interactions or vulnerable customers
• Accuracy in documentation and the ability to multitask across several systems
• Commitment to regulatory standards, internal guidelines and accountability
• Good PC skills, including Windows, Android, Chrome OS, MS Office (or similar) and CRM platforms

Preferred

• Previous experience in customer service, claims handling or insurance
• Experience with Salesforce
• Good English skills

Application Process

Interested candidates are invited to submit an updated CV in English. Only shortlisted candidates will be contacted.