Zurich is one of the world’s leading insurance groups, and one of the few to operate on a global basis. Our mission is to help our customers understand and protect themselves from risk. With about 53,000 employees serving customers in more than 170 countries, we aspire to become the best global insurer as measured by our shareholders, customers and employees. We help individuals, small and medium sized companies and global corporations around the world understand and protect themselves from risk by offering a wide range of insurance products, solutions and advisory services.

Customer Service Administrator – English / French speaking

This role offers the opportunity to join our Customer Service team and support our growing European portfolio. As a Customer Service Administrator, you will provide high-quality bilingual support to customers, including personalised assistance when queries cannot be resolved through digital self-service. You will manage customer requests, complex or exceptional cases, policy administration and related operational activities, working with customers, partners and internal stakeholders to deliver timely, accurate and professional service in an AI-enabled environment.

  Main Responsibilities

• Provide personalised support when customers need additional assistance beyond AI or digital self-service.
• Handle customer requests, exceptions and escalations requiring individual assessment, ensuring clear and timely resolution.
• Review AI-supported cases where validation, judgement or further investigation is required.
• Complete policy servicing and administrative activities requiring manual processing, including all necessary supporting documentation.
• Support complaint handling, issue resolution and follow-up activities, keeping customers informed throughout the process.
• Execute Anti-Money Laundering (AML), Know Your Customer (KYC) and other compliance-related operational checks in accordance with applicable guidelines.
• Maintain accurate customer and policy records, ensuring that information and supporting documentation are complete and up to date.
• Build effective working relationships with customers, partners and internal stakeholders, managing expectations and meeting agreed service standards.

  Your skills and experience

• Fluency in both English and French, written and spoken, is required; additional languages are advantageous.
• Experience in customer service, insurance operations or a similar administrative role.
• Strong written and verbal communication skills, with the ability to explain information clearly and professionally.
• Good understanding of policy administration processes and the importance of accurate customer and policy records.
• Strong organisational and time-management skills, with the ability to prioritise work, meet deadlines and maintain attention to detail.
• Ability to handle customer issues, exceptions and complaints calmly and effectively, using sound judgement to assess needs and determine appropriate solutions.
• Basic understanding of compliance, AML and KYC requirements.
• Confidence using digital customer service and case-management tools, including AI-supported workflows and Microsoft Office applications.
• Relevant insurance or financial services qualifications are advantageous but not essential.  

  We offer

• Full-time position in our friendly and motivated team in Luxembourg
• International working environment
• Compensation packages to high standard market rates
• A high standard Group health insurance & Pension plan
• Flexible working policy to support your work life balance
• Career path and opportunities within Zurich Group
• Executive Managers whose doors are always open
• A work model based on transparency and recognition
• Training & Development for upskilling your future experience