Customer Support Specialist

Summary

Join Cover Genius as a Customer Support Specialist and deliver excellent customer service for users of our insurance products. You will handle customer inquiries via phone, live chat, and email, providing guidance on product usage. Collaborate with the Claims and Content teams to meet SLAs and KPIs. Maintain accurate documentation of customer interactions and identify process improvements. This role requires 1-2 years of online customer service experience, strong communication skills, CRM proficiency, and a bachelor's degree. Demonstrated time management, organizational skills, attention to detail, resilience, and proactive learning are essential. Cover Genius offers a flexible work environment and opportunities for social impact through our CG Gives program.

Requirements

• 1-2 years experience handling customer queries online, ideally in a call center or online platform
• Strong communication and interpersonal skills
• Proficiency in using CRM systems and related software
• Proven ability to identify problems and find solutions
• Fluency in English (verbal & written) is essential for communicating internally and externally

Responsibilities

• Customer Interaction: Triage or handle the resolution of customers' inquiries via phone, live chats 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 and operations
• 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

• Bachelor’s or postgraduate degree in a related field or equivalent is desirable
• Excellent Time Management: Proven ability to prioritize tasks, manage deadlines effectively, and work efficiently
• Strong Organizational Skills: Capacity to structure work, maintain order, and manage multiple responsibilities
• Keen Attention to Detail: Commitment to accuracy and thoroughness in all tasks
• Demonstrated Resilience: Ability to remain composed and effective under pressure, adapting to setbacks and challenges
• Proactive Learning Orientation: A continuous drive to acquire new knowledge and skills, and a willingness to embrace new approaches
• Effective Relationship Building Skills: Capacity to establish and maintain positive working relationships with colleagues and stakeholders
• Strong Communication Skills: Ability to articulate information clearly and concisely, both verbally and in writing
• Any other European language like German or French will be highly regarded for external communications

Benefits

• 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