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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Proficient in managing customer support and claims processes in Spanish and co-official languages, with a strong focus on achieving goals and streamlining workflows. Demonstrates excellent communication skills and the ability to handle complex customer situations effectively.
Highest-signal resume keywords
Spanish Proficiency C1-C2Customer Service ExperienceClaims ManagementZendesk ExperienceCRM Systems Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Claims ManagementCustomer SupportWorkflow AutomationDocumentation ReviewReimbursement Assessment
Soft Skills
Excellent Communication SkillsSolution-Oriented SupportAbility to Manage Multiple PrioritiesCalm Under Pressure
Tools & Technologies
ZendeskSalesforceHubSpot
Industry Keywords
Pet InsuranceVeterinary InsuranceInsurance IndustryDigital Service Environments
About the role
Key responsibilities & impact- Serve as the first point of contact for customers in Spain regarding pet insurance
- Provide customer support in Spanish and, when required, Spain’s co-official languages
- Own claims and review estimates and invoices to determine reimbursement eligibility
- Conduct outbound calls for retention and engagement campaigns
- Build efficient processes for the Spanish market launch
- Achieve daily and monthly goals
- Streamline and automate claims and customer service workflows
- Use internal systems to manage claims, review documentation, assess reimbursements, and ensure accurate follow-ups
Requirements
What you’ll need- Spanish proficiency at C1-C2 level
- Ability to support customers in Catalan, Galician, or Basque when required
- English proficiency at C1 level
- Solid experience in customer service or claims management
- Interest in pets and animals or familiarity with veterinary insurance
- Background in the insurance industry or digital service environments
- Hands-on experience with Zendesk or a comparable customer support platform
- Ability to manage multiple priorities independently and reliably
- Excellent written and verbal communication skills
- Ability to handle complex customer situations calmly and provide solution-oriented support
- German knowledge is an additional asset
- Experience with CRM systems such as Salesforce or HubSpot is an asset
Benefits
Comp & perks- Attractive fixed salary
- 28 vacation days initially, increasing every two years up to 30 days
- Holidays on December 24th and 31st
- Free choice of Swapfiets bike, VBB Jobticket, or subsidized BVG Deutschlandticket
- Hybrid work from home or the Berlin-Mitte office
- Work abroad in the EU for up to 60 days
- Free coaching sessions with nilo.health
- Product testing choice among dentolo, petolo, or vitolo
- Learning budget starting from €750 per year
- Regular 360-degree feedback
- Summer and winter parties
- Regular team events
- Discounts on the corporate Benefits Platform
- Two Community Days per calendar year
- Pet-friendly office