Call Center Agent (m/f/d)

Allianz Services; Oeiras; Hybrid; EUR 18,000 - 24,000; Full time

Benefits offered by this job

Modelo de trabalho híbrido

Bónus de desempenho e reforma de pensã

Ações da empresa e descontos para os/à

Desenvolvimento profissional e mobilid

Ambiente de trabalho Great Place to Be

Job summary

A Allianz Services oferece uma posição de Agente para gestão de clientes, terceiros e peritos, com foco no processamento de sinistros e prestação de assistência eficiente.

Procura-se experiência em call center e no setor segurador, com excelentes competências de comunicação, empatia e capacidade de trabalhar bem em equipa, num modelo híbrido em Portugal.

Qualifications

• Experiência anterior em call center é desejável.
• Experiência no setor de seguros é desejável.
• Boas competências de comunicação verbal e escrita.
• Empatia e foco na satisfação do cliente.
• Capacidade de trabalhar de forma independente e em equipa.
• Fluência em Português e/ou Espanhol.
• Conhecimentos de inglês são desejáveis.
• Capacidade de trabalhar em ambientes com pressão.

Responsibilities

• Gerir chamadas de clientes, terceiros e peritos para registar um sinistro e prestar assistência no processamento.
• Fornecer serviço ao cliente em áreas de produção e gestão de sinistros (todas as áreas, exceto automóvel).
• Contactar clientes de forma proativa quando necessário, com feedback atempado.
• Comunicar de forma clara para identificar necessidades e propor soluções.
• Alcançar metas de serviço a nível individual e de equipa.
• Assegurar tratamento atempado de pedidos dentro dos prazos estabelecidos.
• Prestar apoio em situações de emergência, assegurando assistência máxima.
• Contribuir para melhorias de processos e fluxos de trabalho.

Skills

Call center

Seguro de autos (insurance)

Habilidades interpessoais

Comunicação verbal e escrita

Empatia

Adaptabilidade tecnológica

Trabalho em equipa

Português/Espanhol fluentes

Inglês (opcional)

Trabalho sob pressão

Education

Nível de escolaridade: 12ºano ou superior

Job description

130 years of trust, time to shape what's next. Allianz Group is one of the world's leading insurers and asset managers - built on over a century of stability, expertise, and financial strength. Allianz Services is where that legacy meets the future. 8,200+ people. Eight countries. Three continents. We deliver specialized services to clients within Allianz Group, powered by AI, advanced analytics, and a mindset that refuses to stand still. From core insurance operations to engineering and consulting services, we reimagine how insurance works. What truly sets us apart are our people and the trusted partnerships we build, anchored in our values of expertise, integrity, and empowerment. We don't support the business. We shape it.

Role Overview

As an Agent, the profile is to proactively manage and effectively handle all Customers, Third Party and Experts to lodge a claim, provide service assistance to the claims, set up claims across various systems to assist the overall Claims Handling journey, Input and authorize payment (if needed) and settle claims within agreed authority level, ensuring accurate indexing and update of the claims file.

What You Do

• Handle inbound calls from private and corporate customers, partners, providers, and intermediaries, ensuring the accurate execution of all operations available on the partner's platform
• Deliver customer service across the areas of production and claims management (all branches except auto)
• Conduct proactive outbound contacts with clients if required, ensuring timely feedback and effective follow-up on ongoing processes
• Communicate clearly and effectively to identify client needs and expectations, proposing appropriate solutions
• Meet individual and team service level targets by ensuring the efficient management and processing of requests through the workflow management system
• Ensure the accurate and timely handling of all incoming requests within established deadlines
• Provide immediate and effective support in emergency situations, ensuring maximum assistance to clients
• Actively contribute to continuous improvement initiatives by identifying and implementing enhancements to processes, organisational workflows, and customer service quality

What You Bring

• Level of education: 12th grade, university course or degree
• Call center experience (desired)
• Proven experience in the insurance sector (desired)
• Good interpersonal skills, operating as part of a team, participating, collaborating with team members on projects
• Strong verbal and written communication skills
• Empathy and focus on customer satisfaction
• Agility with technology and multitasking capacity
• Ability to work independently and collaboratively with cross-functional teams
• Fluency in Portuguese and / or Spanish
• Knowledge of English language (desired)
• Good ability to work in pressurized environments

What We Offer

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach
• Integration into a company certified as a Great Place to Work in 2026

108899 | Atendimento ao cliente e reclamações | Especialista | Allianz Services | A tempo inteiro | Permanente

About Allianz

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer.

We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions.

Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all.

We therefore welcome applications regardless of ethnicity or cultural Internal background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.