Assistance Coordinator RSA with German and English

Short company description

Requirements

What You''ll Bring

- A customer-first mindset - empathy, patience, and the ability to stay calm when helping people in stressful, emergency situations
- Strong communication skills, both verbal and written, with the ability to manage calls, system updates, and provider coordination simultaneously
- German language proficiency at B2 level or above, required for handling customer interactions and provider coordination in German-speaking markets
- English language proficiency at B2 level or above, required for internal communication, system navigation, and cross-border case coordination
- Willingness to work shift-based hours, including evenings, nights, and weekends, once skill proficiency is achieved through the training program
- A collaborative, team-first attitude when working with business partners, team leaders, and fellow agents
- Reliability and commitment to learning and growing through a structured onboarding and training journey
- Comfort working with digital tools and systems; experience with AI-assisted customer service platforms or dispatch tools is a plus
- No prior roadside assistance experience required, full training is provided from day one

What You''ll Experience - Your Training Journey
- We invest in your success from day one. You will be guided by dedicated trainers through a structured, phased program designed to build your confidence and competence step by step.

Shift Structure & Working Hours
- Standard coverage hours: Monday to Sunday, 00:00–24:00; after training completion, 24/7 shift coverage applies
- Shift schedules are planned together with your Team Leader and distributed fairly among all agents Night shifts are not assigned until you have completed all training and mastered the required skills Weekend shifts are assigned only once your Team Leader confirms you are ready to work independently

Responsibilities

What You''ll Do

Your responsibilities grow with your skills, structured across three service levels that ensure every customer receives the right support at the right time.

First Call Resolution – Front Office (Inbound) - L1
- Answer inbound emergency calls, gather customer and vehicle information, and assess the situation quickly and accurately
- Arrange immediate roadside solutions including towing, on-the-spot repairs (flat tire, battery jump-start), and replacement vehicle coordination
- Follow up with customers via outbound calls to confirm assistance was received or to clarify location and status

Back-End Volume Management – Back Office (Inbound & Outbound) - L2
- Process system-generated cases and coordinate emergency transport with service providers
- Update Allianz systems with case status, route changes, and business partner confirmations
- Communicate with customers and providers to clarify location, route, estimated arrival times, and service availability
- Arrange secondary services including car rental confirmations, vehicle pickup coordination, taxi, hotel, and train bookings

Complex Cases & Specialist Handling - L3
- Handle cases where customers are stranded outside their home country, coordinating with international teams and providers
- Organize vehicle repatriation, transport of the customer''s vehicle back to their home country or a designated location
- Manage multi-step cases involving several service providers or extended timelines
- Handle escalations from dissatisfied customers, disputed cases, or situations requiring immediate attention
- Re-contact customers in unresolved or sensitive situations with careful judgment and empathy
- Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insight responsibly and in line with our standards for data governance, security and ethical use.

Monthly salary offered

5800 - 6300RON

Benefits

• Performance bonus
• Special events bonus (ex: Easter, Christmas)
• Medical insurance
• Trainings
• Courses
• Certifications
• Bookster subscription
• Discount for company products / discount for services of partner companies
• Payment / Compensation for extra hours
• Choose your benefits within a maximum budget
• Extra days off
• Flexible work schedule
• Parties / company events
• Laptop
• Mobile phone
• Parking space
• Fun / Relax Area
• Meal vouchers
• Holiday vouchers
• Cultural vouchers
• Gift vouchers