Support Specialist – French & Italian

Job title:

Support Specialist – French & Italian

Company

Cover Genius

Job description

The CompanyCover Genius is a that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and , Intuit, Uber, , , Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also , , , Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with , 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 in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular which makes social entrepreneurs out of us all and funds development initiatives in global communities.Our People areBold, Authentic, Purposeful and InspiredOur People are notPerfect, Traditional, Complacent or Cautious** ONLY RESUMES SUBMITTED IN ENGLISH WILL BE CONSIDERED **About the roleAs a 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. \nKey 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
• 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

• 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 and Italian.
• 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.
• Proven ability to identify problems and find solutions.

\nWhy Cover Genius?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 – 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 – 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.

Expected salary

Location

United Kingdom

Job date

Wed, 16 Apr 2025 23:43:55 GMT

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