Assistance Coordinator RSA with French and Italian (m/f/d)

Are you someone who stays calm under pressure and genuinely wants to help people in difficult moments?

Join Allianz Partners as a full-time Assistance Coordinator in our Road Mobility division, specializing in Roadside Assistance (RSA). Based at the Allianz Partners Operations Center, you will be the first point of contact for customers facing roadside emergencies, from flat tires and breakdowns to accidents and cross-border vehicle repatriation. Your mission: get them back on the road, safely and swiftly.

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.

What You'll Bring