dentolo

Customer Service, Claims Manager

dentolo

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • Germany

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About the role

  • Be the trusted first point of contact for our customers in Spain, supporting them with everything related to their pet insurance
  • Provide customer support in Spanish and, when required, in Spain’s co-official languages (Catalan, Galician, or Basque) in accordance with Spanish customer service regulations
  • Take full ownership of claims, carefully reviewing estimates and invoices to determine reimbursement eligibility
  • Proactively engage customers through outbound calls as part of retention and engagement campaigns
  • Work closely with the team to build efficient processes for the Spanish market launch and consistently achieve daily and monthly goals
  • Help streamline and automate claims and customer service workflows to enhance the overall customer experience
  • Confidently use our internal systems to manage claims, review documentation, assess reimbursements, and ensure accurate follow-ups

Requirements

  • Ability to support customers in Spanish (C1-C2) and, where required, in one of Spain’s co-official languages (Catalan, Galician, or Basque). Strong English skills (C1) are also needed for communicating in the team
  • Solid experience in customer service or claims management, with a customer-first mindset
  • A genuine interest in the world of 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
  • A structured, dependable, and independent working style, with the ability to juggle multiple priorities
  • Excellent written and verbal communication skills, always demonstrating empathy, clarity, and professionalism
  • The ability to navigate complex customer situations calmly and deliver efficient, solution-oriented support
Benefits
  • Attractive fixed salary
  • Start with 28 vacation days, with an increase every two years (capped at 30 days). Holidays on December 24th and 31st.
  • Choose between a free Swapfiets bike, a BVG ticket (“Umweltticket”) or a “Deutschlandticket” subsidized by us
  • Work hybrid - from your home office or in our office in Berlin-Mitte
  • Work abroad in the EU for up to 60 days
  • Benefit from free coaching sessions with nilo.health, our mental health tool
  • Test our products yourself! Choose between dentolo, petolo or vitolo
  • Learning Budget starting from 750 € per year
  • Regular (360 degree) feedback
  • Legendary summer and winter parties
  • Regular team events
  • Many discounts on the corporate Benefits Platform
  • Two Community Days per calendar year
  • Pet friendly office
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceclaims managementSpanish (C1-C2)CatalanGalicianBasqueEnglish (C1)veterinary insurance
Soft Skills
customer-first mindsetstructured working styledependableindependentmulti-taskingexcellent communicationempathyclarityprofessionalismsolution-oriented