Customer Support Agent

Summary

Join Cover Genius as a Support Specialist, Vertical and deliver excellent customer service for users of our insurance products. You will handle customer inquiries via phone and email, educate customers on product usage, collaborate with team members, document interactions, and identify process improvements. Success requires strong attention to detail, organizational skills, and experience handling online customer inquiries. A bachelor's degree is required, and fluency in English, Italian, and/or French is essential. Cover Genius offers a flexible work environment, opportunities to give back to the community, and a supportive team culture.

Requirements

• 1-2 years experience handling customer queries online, ideally in a call center or online platform
• Fluency in English (verbal & written) is essential for communicating internally and externally
• Fluent in Italian and/or French are also required for this position
• Strong communication and interpersonal skills
• Proficiency in using CRM systems and related software
• Proven ability to identify problems and find solutions
• Bachelor’s or postgraduate degree in a related field or equivalent is desirable

Responsibilities

• Triage or handle the resolution of customers' inquiries via phone and email channels
• Assist customers in understanding how to use the company’s products and services, providing guidance as needed
• Work closely with team members to ensure a seamless customer experience and escalate complex issues to senior agents or supervisors when necessary
• Accurately document customer interactions, issues, and resolutions in the company’s CRM system
• Identify and recommend process improvements to enhance efficiency and operations
• Maintain the quality of our work ensuring accuracy to meet business, team and individual KPIs
• Be aware of current insurance guidelines, policy updates, and regulations. Follow company guidelines and local regulations to ensure claims are handled fairly and ethically

Benefits

• Flexible Work Environment - we are outcome focused and understand that for our people to perform at their best flexibility is critical
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system
• Social Initiatives - pictures speak a thousand words!