Support Specialist

Summary

Join Cover Genius, a leading insurtech company, as a Support Specialist and contribute to delivering exceptional customer service for their insurance products. You will be responsible for handling customer inquiries, providing product education, collaborating with team members, documenting interactions, and identifying process improvements. This role requires a bachelor's degree, 1-2 years of experience handling customer queries online, fluency in French and English, strong communication skills, proficiency in CRM systems, and problem-solving abilities. Cover Genius offers a flexible work environment, opportunities to work with passionate colleagues, and participation in social initiatives through their CG Gives program.

Requirements

• Bachelor’s or postgraduate degree in a related field or equivalent is desirable
• 1-2 years experience handling customer queries online, ideally in a call center or online platform
• Fluency in French
• Fluency in English (verbal & written) is essential for communicating internally and externally
• Strong communication and interpersonal skills
• Proficiency in using CRM systems and related software
• 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

Any other European language will be highly regarded for external communications

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!