Cover Genius

Customer Support Agent - Italian, French, and/or German

Job Description

** ONLY RESUMES SUBMITTED IN ENGLISH WILL BE CONSIDERED **

About the role

As 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.


Key Responsibilities
  • Customer Interaction: Triage or handle the resolution of customers' inquiries via phone 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.
  • Fluency in two of the following languages is required: Italian, French, or German.
  • 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.

    • Apply Now
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