Customer Experience Agent

🕒 il y a 2 mois

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Bikmo

Site WebLinkedInTous les Emplois

11 - 50 employés

💸 Finance

🛡️ Assurance

👥 B2C

💰 Series A en 2023-10

Finance • Insurance • B2C

Bikmo est une entreprise spécialisée dans l'assurance vélo, offrant des polices d'assurance complètes pour une variété de bicyclettes, y compris les vélos de route, les VTT et les vélos électriques. Leurs produits d'assurance sont conçus pour offrir une protection contre le vol, les dommages accidentels et le vandalisme, avec des avantages supplémentaires tels que la couverture des frais juridiques, la responsabilité civile et l'assurance accidents personnels. Bikmo s'engage à rendre le processus d'assurance facile et accessible, en proposant des fonctionnalités aux cyclistes comme des réductions multi-vélos et un accès en ligne à leurs comptes 24h/24 et 7j/7. Ils sont également engagés en faveur de la durabilité et de la responsabilité sociale, étant certifiés B Corp, et soutiennent des initiatives comme Trash Free Trails et 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

🎯 Exigences

• 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.

🏖️ Avantages

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