Assistance Center Agent (m/f)

At ACL, we are committed to providing personal, responsive and high-quality assistance to people experiencing difficulties on the road, whether due to a breakdown, an accident or any other situation requiring our intervention.

Your responsibilities

As an Assistance Center Agent, you will be the first point of contact for our members and customers when they need help. Your role is essential: you will listen to their concerns, guide and reassure them, while gathering the information needed to arrange the appropriate assistance as quickly as possible.

As a key link in the assistance process, you will ensure that essential information is communicated to the various ACL intervention teams. You will work in a dynamic and supportive environment where flexibility, patience, versatility and a solution-oriented mindset are essential.

Your main responsibilities will include:

• Answering calls from members and customers, assisting them by phone, identifying their needs and proposing the most appropriate solutions to help them get back on the road or resolve their problems.
• Assessing situations remotely by asking the right questions and gathering relevant information to determine the appropriate solution, such as roadside assistance, vehicle recovery, a replacement vehicle, repatriation assistance or medical assistance.
• Monitoring and coordinating interventions by passing on the necessary information to breakdown technicians, garages, colleagues and other relevant partners.

Your profile

In addition to your educational background (secondary school diploma, technical training or DAP vocational qualification) and professional experience, it is above all your personality, customer-service mindset and motivation that will make you stand out.

• You are able to work independently while appreciating teamwork, collaboration and communication with colleagues and intervention partners.
• You are attentive, open-minded and have excellent interpersonal skills.
• You are flexible and available to work shifts, particularly in the evenings, at weekends and on public holidays.
• You are well organised, able to handle several calls and manage multiple cases simultaneously.
• You remain calm and manage stress effectively when dealing with people experiencing difficulties on the road.
• You are comfortable using IT tools, particularly software for call management, case tracking and location services, as well as Outlook, Excel and Word.
• You are proficient in French, German, Luxembourgish and English, with very good spoken communication skills in all four languages.
• You have strong analytical skills: you can identify problems, gather essential information, assess the level of urgency and act quickly to organise assistance and minimise waiting times.

Experience in a call centre, the tourism sector or the automotive industry would be an advantage. Knowledge of Luxembourg’s geography and motorway network would also be beneficial.

A meaningful job, a team with heart.

At ACL, we believe that the strength of our organisation lies in the diversity and commitment of our employees. As an inclusive employer, we are committed to ensuring that everyone feels valued, receives support in their professional development and is fully involved in our mission.

Joining ACL means becoming part of a people-oriented, innovative and committed working environment guided by strong values: commitment, mutual support, respect and impartiality.