Customer Experience Agent

🕒 May 8

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Bikmo

WebsiteLinkedInAll Job Openings

11 - 50 employees

💸 Finance

👥 B2C

💰 Series A on 2023-10

Finance • Insurance • B2C

Bikmo is a company specializing in cycle insurance, offering comprehensive insurance policies for a variety of bicycles, including road bikes, mountain bikes, and e-bikes. Their insurance products are designed to provide protection against theft, accidental damage, and vandalism, with additional benefits such as legal expenses cover, public liability, and personal accident coverage. Bikmo is dedicated to making the insurance process easy and accessible, catering to cyclists with features like multi-bike discounts and 24/7 online account access. They are also committed to sustainability and social responsibility, being a B Corp certified company, and they support initiatives like Trash Free Trails and World Bicycle Relief.

📋 Description

• Provide first-line support for Bikmo’s German and Austrian partners and their customers with queries relating to insurance policies and claims, ensuring timely, clear, and accurate responses • Act as a knowledgeable and reassuring point of contact, helping our partners and their customers understand their cover and guiding them through onboarding, claims and adjustments with confidence • Triage and escalate complex queries appropriately, maintaining full ownership of the relationship throughout • Helping our partners recommend Bikmo insurance to their customers • Work closely with new partners to help them activate their Bikmo relationship and start selling insurance to their own customers • Guide partners through the steps needed to go live — from understanding the product to setting up sales processes — making activation as smooth and fast as possible • Support partners in gaining the knowledge and confidence to represent Bikmo well to their customers • Troubleshooting any set-up and account management issues and escalating to the appropriate member of the Bikmo team, maintaining full ownership of the relationship throughout • Identify friction points and gaps in the existing experience for German and Austrian B2B partners and their customers • Proactively suggest and help implement improvements to systems, tools, and processes that create a more streamlined partner experience • Feed partner insights back into the wider business to inform product and operational decisions • Lead the onboarding of new B2B partners into Bikmo's systems, tools, and processes

🎯 Requirements

• Ability to think laterally and solve problems. • A great communicator with an approachable and supportive manner to effectively mentor colleagues. • Well organised & efficient to manage high-level activity and work accurately. • Fluent in German, both written and spoken (essential). • Working English is also required. • Willingness to travel for meetings, events, and company gatherings. • Background in customer experience or customer service roles, preferably in Germany and/or Austria. • Passion for cycling or experience in related sectors like bike insurance, outdoor industries, or bike leasing (advantageous). • Strong communication skills and the ability to empathise with customers from diverse backgrounds. • Excellent written and verbal communication across multiple channels (email, chat, and phone). • Tech-savvy, with the ability to navigate and utilise various software tools effectively. • Detail-orientated, with the ability to manage multiple tasks and solve problems efficiently.

🏖️ Benefits

• 25 days annual leave • Private healthcare • Pension scheme • Flexible working hours • Professional development opportunities