Bilingual German/English Speaking - International Customer Service Associate

Are you passionate about delivering outstanding customer service? Want to work for an award-winning company? Are you fluent in German and have previous customer service experience? Then we at AXA - Global Healthcare would love to hear from you!

We’re recruiting International Customer Service Associates to join us on a full-time permanent basis in Tunbridge Wells. You’ll join our dedicated teams who take pride in supporting customers 24/7 around the world with their medical claims journey. A high percentage of calls will be conducted in English; therefore, you’ll need to be fluent in both English and German.

Our aim is to become an even bigger player in the global marketplace in the next 2 years and we’re committed to ’Delighting our Customers’. At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. After your training period, you'll work part of your week away from home at our office in Tunbridge Wells.

Working Hours & Shift Pattern:

• Our shift patterns are designed to offer 24/7 support to our customers and involve a blend of day shifts, night shifts and weekends and will earn you 20% shift allowance in addition to your basic salary.
• Early Shift – starting between 6.00am – 8.00am.
• Core Shift – starting between 8.00am -10.30am.
• Late Shift – starting between 12.00pm – 2.30pm.
• Night Shift – starting at 10pm.

Induction & Training:

Induction Date: 2nd June 2025. To help you settle into the team and to set you up for success in your new role, you’ll attend a 10-week training and coaching programme, delivered by specialists in the Tunbridge Wells office. During this time, you’ll work Monday to Friday 9am to 5pm, and you’ll need to be able to commit to full attendance.

What you’ll be doing:

• Using your language skills to ensure the delivery of excellent customer service by providing relevant, detailed, and accurate information to every customer.
• Using your initiative and the information tools available to provide the best outcome for our customers.
• Answering calls whilst adhering to standard response times.
• Ensuring accurate and timely completion of documentation and follow up of cases.
• Remaining calm in the face of challenge to effectively help our customers when they need us the most.

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.

We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.

What you’ll bring:

• Fluent in both spoken and written German and English, together with experience in a customer facing role is essential.
• Customer focused, with the ability to show empathy and build rapport, listening and assessing situations to make decisions whilst conducting yourself in a professional manner.
• Highly adaptable to change and managing multiple priorities.
• Excellent attention to detail with the ability to meet deadlines when working in a fast-paced environment.
• Ability to connect with a variety of people over the phone and via email, translating complex information in a simple way whilst following a call guide.
• Resilient and ambitious, taking ownership of complex queries and using own initiative.
• Experience in navigating complex, multiple IT applications simultaneously together with proven experience working with MS office or Google Workspace.

When applying to this role, we’ll ask you to complete several screening questions. Please ensure you answer these as they form part of our shortlisting process. If successful at application, you’ll be invited to join a 15-minute virtual group introduction call via Teams where we’ll explain the role further. These will be held on 31st March and 7th April. Following your attendance to the call, you’ll be invited to attend an assessment day which will take place on 8th and 11th April in our Tunbridge Wells office.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What we offer:

• Competitive annual starting salary of £24,570, rising incrementally to £27,770 over an approx. 24-month period as you progress in the role.
• 20% shift allowances of up to £4,914.
• Language allowance of £1,250 (may increase dependant on team allocation).
• Annual company & performance-based bonus.
• Contributory pension scheme (up to 12% employer contributions).
• Life Assurance (up to 10 x annual salary).
• 25 days annual leave plus Bank Holidays.
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave.
• AXA employee discounts.
• Gym benefits.

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge.

Who we are: Proud to be part of the AXA Group, AXA – Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical check up to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.