Customer Support Specialist - German & French | London, UK

Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, Intuit, Uber, Hopper, Ryanair, Turkish Airlines, and more. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.

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 organisational 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.

Why Cover Genius?

• Flexible Work Environment: This position is remote; however, we do have a London office available for you to attend.
• Employee Stock Options: We reward our people with ownership for their contribution in creating a world-class company.
• Work with like-minded people: Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.

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.