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 Care Representative supporting customer inquiries via phone, email, and tickets in a hybrid role. Assisting with website navigation, orders, shipping, and resolving issues effectively.
Responsibilities
- Respond to customer calls and emails with empathy, patience, and professionalism.
- Manage a high volume of inbound and outbound calls and support tickets in a timely and efficient manner.
- Understand customer needs, clarify details, research issues, and provide clear solutions.
- Guide customers through troubleshooting steps, website navigation, and product usage.
- Assist customers with placing orders and processing returns as needed.
- Collaborate across departments to ensure seamless customer support and resolution.
- Maintain accurate documentation of customer interactions and solutions provided.
- Perform other related duties as assigned to support our mission of building better connections.
Requirements
- 1-3 years in a customer care, support, or service role — ideally in the education, EdTech, or related industry.
- Exceptional verbal and written communication with the ability to explain solutions clearly and compassionately.
- A resourceful, solution-oriented mindset with the ability to troubleshoot quickly and confidently.
- Comfortable working across multiple systems, platforms, and tools to assist customers effectively.
- Ability to manage multiple inquiries simultaneously while staying detail-oriented.
- A natural ability to listen, understand, and guide customers through challenges calmly and kindly.
- Works collaboratively across teams to ensure a consistent and positive customer experience.
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