Insurance expert providing phone - based broker services and administrative support at Hiscox. Delivering exceptional service and managing inquiries from High Net Worth brokers.
About the role
- Customer Experience Assistant ensuring client satisfaction in various contact points. Collaborating with leadership to enhance client interaction and retention in a hybrid work environment.
Responsibilities
- Support customer relationship activities, ensuring a positive and consistent journey across all touchpoints.
- Monitor interactions, log and track tickets, collect feedback, and proactively communicate with customers.
- Assist leadership and the relationship team with KPI analysis, proposing improvements to increase customer satisfaction and loyalty.
Requirements
- Basic knowledge of customer service and customer relationship processes;
- Strong written and verbal communication skills;
- Familiarity with customer experience metrics (CSAT, CES, NPS);
- Experience with CRM, Help Desk and ticket management tools;
- Proficiency with Microsoft Office, especially Excel and Teams;
- Ability to use multiple platforms simultaneously;
- Active listening skills and the ability to interpret and respond assertively and empathetically;
- Ability to manage multiple requests and deadlines in a structured manner;
- Proactive in anticipating issues and suggesting improvements;
- Genuine focus on creating value and customer satisfaction;
- Willingness to collaborate with different areas to achieve common results;
- Comfortable with changes to processes, systems and support workflows;
- Ability to understand both what the customer expresses and what they do not express.
Benefits
- Transportation allowance (commuter benefit)
- Meal allowance
- Health insurance with co-payment (after the probationary period)
- Life insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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