Customer Support Specialist

Employment Type: Full Time

Position Overview

As a Customer Support Specialist on our Customer Team, you will be responsible for delivering excellent customer service to individuals utilizing our insurance products. This role requires strong attention to detail, exceptional organizational skills, and effective time management. You will ensure that customer and partner inquiries are addressed promptly and in accordance with established processes. Regular collaboration with the Claims, Content, and Complaints teams will be crucial for meeting agreed-upon SLAs and KPIs.

Key Responsibilities

Customer Interaction

• Triage and resolve customer inquiries through phone, live chat, and email channels.

Customer Education

• Assist customers in understanding how to use the company’s products and services, offering guidance as needed.

Team Collaboration

• Work closely with team members to ensure a seamless customer experience.
• Escalate complex issues to senior agents or supervisors when necessary.

Documentation

• Accurately record customer interactions, issues, and resolutions within the company’s CRM system.

Process Improvement

• Identify and propose improvements to enhance operational efficiency.

Quality & Compliance

• Maintain high standards of work quality, ensuring accuracy to meet business, team, and individual KPIs.
• Stay informed about current insurance guidelines, policy updates, and regulations.
• Adhere to company guidelines and local regulations to ensure fair and ethical claims handling.

What You Will Bring

Experience

• 1-2 years of experience handling customer queries online, preferably in a call center or online platform environment.

Skills & Qualifications

• Strong communication and interpersonal skills.
• Proficiency in using CRM systems and related software.
• Proven ability to identify problems and implement solutions.
• Fluency in English (verbal & written) is essential for internal and external communication.
• Fluency in other European languages such as German or French will be highly regarded for external communications.
• A Bachelor’s or postgraduate degree in a related field, or equivalent experience, is desirable.

Personal Attributes

• Excellent Time Management: 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: Ability to build and maintain positive relationships.

About the Company

Cover Genius is a Series E insurtech company that provides protection for the global customers of the world's largest digital companies. These include Booking Holdings (owner of Priceline, Kayak, Booking.com), Intuit, Uber, Hopper, Ryanair, Turkish Airlines, Descartes ShipRush, Zip, and SeatGeek. Our services are also available on platforms like 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 annually. Cover Genius has received numerous accolades, including recognition by the Financial Times as the #1 fastest-growing company in APAC in 2020.

Our diverse team spans over 20 countries and many language groups, fostering a commitment to various cultural programs, notably “CG Gives,” which cultivates social entrepreneurship and funds development initiatives in global communities.

Our People are: Bold, Authentic, Purposeful, and Inspired. Our People are not: Perfect, Traditional, Complacent, or Cautious.