Customer Support Specialist

Summary

Join Cover Genius, a leading insurtech company, as a Customer Support Specialist and deliver exceptional customer service for our insurance products. You will handle customer inquiries via phone, chat, and email, providing guidance on product usage and collaborating with other teams to ensure seamless customer experiences. This role requires strong attention to detail, excellent organizational and time management skills, and a bachelor's degree. Ideally, you will have experience handling customer inquiries online. You will also be responsible for documenting customer interactions and identifying process improvements. Cover Genius offers a flexible work environment, employee stock options, and opportunities to participate in social initiatives.

Requirements

• 1+ years experience handling customer queries online, ideally in a call centre or online platform
• Fluency in German and French is essential
• Fluency in English (verbal & written) is essential for communicating internally and externally
• Strong communication and interpersonal skills
• Proven ability to identify problems and find solutions

Responsibilities

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

Preferred Qualifications

Proficiency in using CRM systems and related software preferable

Benefits

• Flexible Work Environment - This position is remote however we do have a London office available for you to attend
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company
• 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