German speaking Customer Representative - Cycling Insurance job in Barcelona at Webhelp Spain

Description

Job purpose

To support our client with its objectives by delivering a world-class experience to customers, keeping our client as the leading insurer for bike lovers by providing all customers, or potential customers, with an exceptional level of experience whether over the phone, via written communication and social channels.

Key duties & responsibilities

- To manage customer service requirements from phone calls to emails and live chat.
- To provide support and information to customers who are interested in taking out a cycle policy.
- To monitor and report on customer service performance, and any recurring issues that require attention.
- To deliver on accurate claim set up processing.
- To work with your teams in Europe to share capability, knowledge and learning.
- To support any technical issues with customers to resolve problems as they arise, ensuring an exceptional level of customer service is maintained.
- To identify and feedback on potential functions that will improve customer service, throughout a customer's lifetime
- To keep up-to-date with all the latest products, processes and policy changes.
- To embrace all things and actively take part in communications and meetings with the team.
- To undertake any and all other duties as the business requires, in line with the responsibilities of the role, as may reasonably be requested and agreed.

Your approach to work

You will be a self-directed person who can manage your own time and can collaborate with people who have different working styles in different time zones.
We believe that the best approach to work is to give our team members autonomy and accountability within their roles.
Our culture is one that promotes trust, communication and flexibility and we work as a team to support each other and deliver our goals.

Personal attributes

- Well organised & efficient.
- Flexible with a developmental approach.
- Ability to work in a team and also on own initiative.
- Ability to think laterally and solve problems.
- Ability to demonstrate attention to detail and work accurately.

Hours and benefits

- Long-term contract
- Salary: 22,000 euros gross/year + up to 2,000 euros gross/year in bonus
- Full Time: from Monday to Friday 09:00-18:00
- Possibility to work from home
- Initial & Ongoing Training
- Start date: from April
- Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in pro-portion to time worked)*

Requirements

Experience (essential and desirable)
- Native speaker of German with fluent English
- Experience in Customer Service is essential.
- Exceptionally polite manner is essential - you'll be speaking to people all day from a variety of backgrounds so you need to be articulate, clear and patient.
- Great level of literacy is essential - you'll be using various channels of communication, so you need to be efficient and clear in your written language.
- Highly IT literate is essential - you'll be working with a range of internal and external software packages we use for our communications.
- Efficiency is desirable - you will have to deal with a high level of activity throughout your day, so need to be able to manage tasks efficiently and promptly, and be solution-focused.
- Knowledge of or interest in cycling is highly desirable.



***The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.***
*The period of holiday entitlement is fixed by mutual agreement between the company and the employee.

RRQ23-000007-2-GERMANY