Customer Support Associate

Summary

Join INSHUR's Customer Support team in Brighton, UK, as a Customer Support Associate! This hybrid role offers a blend of remote work and office collaboration, supporting customers across the UK, US, and Netherlands. You will handle inbound calls, emails, and chats, ensuring timely and professional responses. The role is crucial for INSHUR's growth and involves working with a friendly team to deliver exceptional customer service. You'll be responsible for accurately logging customer information, assisting with policy adjustments, and identifying ways to improve the customer journey. INSHUR values high performance and offers a supportive environment for professional growth.

Requirements

• Have a experience working within a high performing customer support team with a outbound and inbound inquires
• Fluent in English (other languages such as French, Spanish and Dutch are a bonus)
• Excellent verbal and written communication skills
• Experience with a CRM system
• You are able to multitask, set priorities and manage time effectively
• Team player with the motivation to go above and beyond for our customers
• The ability to adapt to a given situation without compromising standards
• You are able to work a 37.5-hour shift pattern between the hours of 8 am - 6 pm Monday - Friday

Responsibilities

• Handle inbound calls, chat and email from our existing customers on a range of insurance-related queries
• Respond to all customers in a timely, efficient, polite and professional manner
• Adhere to the Customer Support Team's SLAs and KPI's
• Ensuring customer satisfaction by making our customers feel like they’re dealing with a person – not an insurer
• Understand our products and use this to help answer our customer's queries
• Accurately log all information on customer policies and our in-house systems
• Assist in processing renewals, mid-term adjustments and cancellations on existing insurance policies
• Identifying ways to improve our customer journey, using your initiative to suggest effective solutions
• Administrative tasks as may be deemed necessary from time to time and provide cover for other members of staff
• Play an integral part of a growing team with the aim of continuing our international success

Preferred Qualifications

Experience with customer-facing Knowledge bases is an advantage

Benefits

• 30 days of holiday annually, plus bank holidays
• Private healthcare for you and your family, including pre-existing conditions
• Life insurance at 3x your salary
• 13 weeks parental leave at full pay for new parents
• Workplace nursery scheme with Gogeta, allowing you to pay fees pre-tax
• Ride to work scheme
• Workplace pension scheme to help you save for retirement
• Flexible working hours to suit your lifestyle
• ��500 annual personal training allowance plus regular learning opportunities on a variety of topics
• ��40 monthly wellbeing and WFH allowance to keep you healthy and productive
• 24/7 Employee Assistance Program, covering you and immediate family members—offering crisis support, counselling, legal advice, menopause CBT, and more
• Office massages to keep those shoulders relaxed