Customer Service Specialist managing inbound calls for mortgage loan inquiries. Delivering accurate information and resolving customer queries following company regulations.
About the role
- Customer Support Representative providing online assistance to US customers. Resolving inquiries and ensuring outstanding service across communication channels for insurance data products.
Responsibilities
- Provide high-quality online assistance to US-based customers
- Resolve inquiries efficiently and ensure outstanding customer experience across all communication channels
- Respond to customer e-mail inquiries in a timely and professional manner
- Identify customer needs and provide accurate information, guidance, and solutions
- Coordinate/update User Guides, Support Documents, and Flat Files collection with product authors
- Collaborate with internal departments (e.g., Product, Sales, Technical Support) to address & resolve customer concerns
- Troubleshoot issues, escalate complex cases to the appropriate teams, and follow up to ensure resolution
- Demonstrate product demos to the customers
- Stay up to date with product knowledge, company policies, and support procedures
- Monitor customer feedback and contribute suggestions to improve processes, products, and services
- Monitor and report on customer usage statistics
- Coordinate billing activities and maintain revenue records.
Requirements
- Proficiency in MS Office applications (Excel, Word, PowerPoint)
- English spoken and written at least at C1 level
- Detail-oriented aptitude with strong logical, problem-solving skills
- Strong verbal and written communications skills, listening and teamwork skills, and effective summarization skills
- Aptitude in performing multiple tasks and dealing with changing deadline requirements in a flexible, organized, and proactive manner
- Willingness to work in a hybrid model from the office based in Krakow City Center as a full-time employee
- Experience working in customer support or a similar role in a global organization (strongly preferred)
- Property & Casualty (P&C) insurance experience (1+ years) (strongly preferred)
Benefits
- private medical care
- life insurance
- Employee Capital Plans (PPK)
- paid vacation
- sick leave in line with the Polish Labour Code
- flexible working arrangements through a hybrid work model
- access to professional development programs
- well-being initiatives
- team-building events
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