Customer Care Advisor – Fluent Italian Speaker

About the role

As a Customer Care Advisor you will be the first point of contact for Allianz Partners' clients worldwide, providing support in Italian. You will handle inquiries, coordinate with internal teams, and ensure a high‑quality service experience while leveraging AI‑driven tools.

Key responsibilities

• Deliver outstanding customer service to Italian‑speaking clients, aiming for high satisfaction and retention.
• Maintain a 24‑hour turnaround for written communications and achieve a call abandon rate of 2%.
• Utilise conversational AI systems to respond efficiently to queries about coverage, claims, hospitalisations and complaints.
• Coordinate with the in‑house medical team on hospital admissions, evacuations, repatriations and related cases.
• Develop deep product knowledge to provide accurate information and support.
• Handle ad‑hoc assignments and follow‑up on individual cases while multitasking daily workload.

Required profile

• Fluent in Italian (must be native‑level).
• Experience in a customer‑facing role, preferably in a call‑centre environment.
• Ability to work under pressure with tight deadlines.
• Willingness to work rotating shift patterns, including nights and weekends.
• Medical background is a plus.

Required skills

• Strong knowledge of Microsoft Excel.
• Strong knowledge of Microsoft Word.

What we offer

• Opportunity to work with AI‑enhanced customer service platforms.
• Exposure to a global insurance and assistance environment.
• Continuous improvement and development programmes.