Customer Service Consultant

GERMAN&ENGLISH SPEAKING CUSTOMER SERVICE CONSULTANT (M/F)
DO Recruitment Advisors is delighted to assist our client, a multinational company, in the recruitment of a Customer Service Consultant for its Luxembourg office, joining a diverse and inclusive team in an international and informal environment.
This is a challenging and exciting opportunity to join the corporate office of leading UK based financial services group providing a wide range of banking and financial services, passionate about personal and commercial customers.

THE JOB :
The Customer Service Consultant will be reporting to the Head of Operations and Team Leader as part of a small cross-functional delivery team dealing with complaints from customers or their legal representatives on the German market. These complaints relate to the company’s legacy products, how they were sold and their Terms & Conditions.
-Helping prepare responses to the regulatory bodies including CAA, BaFin, IVASS.
-Effective and timely handling of complaints while meeting the internal polices and the reasonable interests of customers.
-Work with our business partners to investigate and resolve customer complaints as required.
-Maintaining contact with all parties involved, including the CAA, BaFin, IVASS and other regulators as well as with our in-house legal department, our external lawyers, the actuarial team, and other decision-makers of the company.
-Ensuring that our customers are treated fairly.
-Ensuring customers receive timely resolution of their complaint or are kept informed for the reasons or any delay.
-Benefits: Flexible working hours, 34.5days of holiday annually, pension scheme, bonus etc.


THE CANDIDATE PROFILE :
-Experience working in a similar role within Financial Services, particularly the Insurance industry
-Ideally around 3-8 years of experience of working in a Customer services role within Insurance
-General knowledge about products, legal frameworks and services would be a plus
-Very good organisational skills
-Excellent communication skills, with the ability to empathise with a customer perspective
-Proficient/fluent in English AND German. (Italian and French would be a plus)
-At ease with standard MS Office (Word, Excel, PowerPoint, Outlook etc.) and Adobe tools. --Willing to learn and use more specific IT tools (including In-house software)
-Open minded, able to demonstrate key behavioural capabilities including teamwork, ownership, agility, proactivity and innovation in a start-up-like environment
-Keen to suggest new ideas and implement pragmatic and workable solutions.
-Positively influence others by demonstrating the company values and behaviour and encourages this in team members
-Willingness to travel to Germany for training

THE CLIENT:
Our client is a reputable insurance company, part an international group that is located in Limpertsberg, Luxembourg.

At the final stages of the recruitment process, some of our clients could ask the successful candidate to provide supporting documentation such as, for example, copies of diplomas or proof of previous jobs, and a standard criminal record check might also be requested.