Customer Support Specialist - EMEA at Cover Genius

London, England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Insurtech, InsuranceIndustries

Requirements

Bachelor's degree
1+ years experience handling customer queries online, ideally in a call centre or online platform
Fluency in German and French (essential)
Fluency in English (verbal & written, essential)
Any other European language highly regarded
Strong communication and interpersonal skills
Proficiency in using CRM systems and related software (preferable)
Proven ability to identify problems and find solutions
Strong attention to detail
Great organisational and time management skills

Responsibilities

Triage or handle the resolution of customers' inquiries via phone, chat and email channels
Assist customers in understanding how to use the company’s products and services, providing guidance as needed
Work closely with team members to ensure a seamless customer experience and escalate complex issues to senior agents or supervisors when necessary
Accurately document customer interactions, issues, and resolutions in the company’s CRM system
Identify and recommend process improvements to enhance efficiency, operations, and the customer experience
Maintain the quality of work ensuring accuracy to meet business, team and individual KPIs
Be aware of current insurance guidelines, policy updates, and regulations; follow company guidelines and local regulations to ensure claims are handled fairly and ethically
Regular collaboration with the Claims team, Content and Complaints team to ensure agreed SLAs and KPIs are met

Skills

Customer Service

Inquiry Resolution

Phone Support

Chat Support

Time Management

Organizational Skills

SLA Management

KPI Tracking

Claims Collaboration

Cover Genius

Embedded insurance solutions for digital platforms

About Cover Genius

Cover Genius specializes in providing embedded insurance solutions for digital platforms around the world. The company collaborates with major digital companies like Booking Holdings and Ryanair, and its services are available on popular e-commerce sites such as Amazon and eBay. Cover Genius simplifies the integration of insurance products into the purchasing process through a single API, making it easier for its partners to offer insurance at the point of sale. This approach allows customers to access tailored insurance options, including travel protection and extended warranties, without any hassle. Unlike many competitors, Cover Genius focuses on embedding insurance directly into the user experience, which enhances customer satisfaction and streamlines the buying process. The goal of Cover Genius is to provide comprehensive and customized insurance solutions that not only meet the needs of end-users but also support the growth of its partners' businesses.

New York City, New YorkHeadquarters

2013Year Founded

$235.4MTotal Funding

SERIES_ECompany Stage

Fintech, Financial ServicesIndustries

501-1,000Employees

Benefits

Flexible working conditions

Employee stock options

Ongoing learning

Paid parental leave

Wellness initiatives

#WFH when you want

Peer bonuses and founder awards program

International working opportunities

GC Gives giveback program, led by the team

Risks

Competition from Smartpay and Chubb in Asia may hinder expansion efforts.

AutoRek and J.P. Morgan Payments partnership could offer competitive advantages to rivals.

Nezasa and Globespan's personalized travel experiences may reduce demand for travel protection.

Differentiation

Cover Genius offers seamless integration through a single API for global platforms.

The company partners with major digital companies like Booking Holdings and Amazon.

Cover Genius provides tailored insurance products, enhancing customer satisfaction and partner growth.

Upsides

Increased demand for embedded insurance in e-commerce boosts Cover Genius's integration opportunities.

Partnership with Adyen enhances payment experiences, leading to higher conversion rates.

$80M Series E funding indicates strong investor confidence and growth potential.

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