Customer Support Specialist - EMEA - Remote Eligible

Customer Support Specialist - EMEA

Cover Genius is a Series E insurtech that protects the global customers of the world's largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Uber, Hopper, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We're also available at Amazon, Flipkart, eBay, Wayfair and SE Asia's largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.

Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular "CG Gives" which makes social entrepreneurs out of us all and funds development initiatives in global communities.

About the Role

As a Customer Support Specialist on our Customer Team, you will own the delivery of excellent customer service for customers using our insurance products. To drive success in this role, you will have strong attention to detail and great organizational and time management skills. With a bachelor's degree, you will ideally have experience handling customers' inquiries online. As the Support Specialist you will ensure that customers' and partners queries are answered in a timely manner, according to the processes in place. Regular collaboration with the Claims team, as well as the Content and Complaints team, will be key in ensuring that agreed SLAs and KPIs are met.

Key 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.

What You Will Bring

• 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. Any other European language will be highly regarded for external communications
• Strong communication and interpersonal skills
• Proficiency in using CRM systems and related software preferable
• Proven ability to identify problems and find solutions

Cover Genius not only cares about being the best in our industry, we care about our team. We're a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?

• 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.

• Social Initiatives - pictures speak a thousand words!

Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat!

* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.