Key Responsibilities:
- Customer Interaction: Triage or handle the resolution of customers' inquiries via phone, live chats 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 and operations.
- 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:
- 1-2 years experience handling customer queries online, ideally in a call center or online platform
- Fluency in English (verbal & written) is essential for communicating internally and externally.
- Any other European language like German or French 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.
- Bachelor’s or postgraduate degree in a related field or equivalent is desirable.
We're looking for someone who demonstrates:
- Excellent Time Management: Proven 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 Skills: Capacity to establish and maintain positive working relationships with colleagues and stakeholders.
- Strong Communication Skills: Ability to articulate information clearly and concisely, both verbally and in writing.
Cover Genius Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cover Genius and has not been reviewed or approved by Cover Genius.
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Healthcare Strength — Health coverage spans medical, dental, vision, mental‑health/EAP, HSA/FSA, life, and disability, indicating a broad core package. Available benefit summaries consistently include these protections.
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Leave & Time Off Breadth — Time off includes unlimited PTO in the U.S., paid holidays and sick time, and designated wellness days in some cases. Flexible scheduling and remote/hybrid options support practical use of time away.
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Equity Value & Accessibility — Employee stock options are highlighted as a standard component of total rewards. Equity is positioned alongside cash compensation to share company success.
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What We Do
Cover Genius is the insurtech for embedded protection. Together, we protect the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline and Booking.com, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Cover Genius’ vision is to protect all the customers of the world’s largest online companies through XCover, an award-winning global distribution platform for any line of insurance or warranty, with an API for instant claims payments that holds an industry-leading NPS of +65‡. Cover Genius and its partners co-create solutions that embed protection that’s licensed or authorized in over 60 countries and all 50 US States.
Why Work With Us
We are a vibrant international team that promotes inclusivity and celebrates our differences. We are growing fast, we provide our employees with professional development opportunities and we promote within through our bi-annual performance review cycles. We are bold enough to take chances, to challenge the status quo and inspire each other.
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