Finnish-Speaking Customer Service & Claims Agent – Athens (On-Site)

We are seeking a Finnish-speaking Customer Service & Claims Agent to join an international team in Athens, Greece. The client is a fast-growing global leader in device protection and insurance for electronics and appliances.

In this role, the successful candidate will support Finnish-speaking customers throughout the warranty and claims process. The work involves answering coverage questions, managing claims from start to finish, and resolving complaints with empathy and professionalism. This is a great opportunity to build a career in customer service and claims handling within a regulated, quality-focused environment.

Athens offers a unique blend of history, culture and modern city life, along with a growing international business community.

Key Responsibilities

• Resolve customer inquiries and process claims efficiently, escalating complex cases in line with standard procedures
• Manage new and existing claims, including status updates, approvals and denials, and coordinating repairs or replacements
• Answer questions about warranty coverage, explain policy terms, and handle complaints and escalations
• Log and acknowledge complaints within required timeframes and drive them to resolution within service standards, prioritising vulnerable customers
• Carry out root cause analysis on complaints and contribute to reporting for continuous improvement and regulatory compliance
• Maintain accurate case notes in the CRM system (Salesforce) and complete after-contact administration
• Comply fully with GDPR and data protection requirements
• Take part in ongoing training to maintain high performance standards

Working Schedule

• Monday to Friday, with occasional weekend shifts
• Rotating shifts between 10:00 and 23:00

Benefits

• Competitive monthly salary
• Monthly performance-based productivity bonus
• Monthly transportation bonus
• Structured 4-week paid training programme (2 weeks induction, 2 weeks on-the-job nesting)
• Ongoing refresher training on policies and processes
• Initial 8-month contract with potential for extension
• International and multicultural working environment

Requirements

Mandatory

• Native or C1-level Finnish
• Eligibility to work in Greece (EU citizenship or valid work authorisation)
• Based in Athens or able to relocate independently
• Minimum high school diploma or equivalent
• Typing speed of at least 25 words per minute with 85% accuracy

Core Competencies

• Excellent communication skills, including active listening, effective questioning and the ability to explain complex information clearly
• Strong problem-solving skills with a focus on first-time resolution
• Empathy and professionalism, especially with challenging interactions or vulnerable customers
• Accuracy in documentation and the ability to multitask across several systems
• Commitment to regulatory standards, internal guidelines and accountability
• Good PC skills, including Windows, Android, Chrome OS, MS Office (or similar) and CRM platforms

Preferred

• Previous experience in customer service, claims handling or insurance
• Experience with Salesforce
• Good English skills

Application Process
Interested candidates are invited to submit an updated CV in English. Only shortlisted candidates will be contacted.