.In this position you will.... be responsible for the Customer Experience along all touchpoints of the customer journey for our HA customers.
Improve for HA programs customer experience by assessing customer operations KPIs, managing the communication with customers, defining customer service scripts, owning the escalation processes as well as managing the relationship with our partner.
Additional to the Hearing Aid programs the team that you will be responsible for will cover our tyre programs and the Insurance Exchange partners.
Manage team workflow and output, and provide clear, concise team status including visualizations demonstrating approach, plans, and timelines.
In this position,you will report directly to the Customer Experience Operations Lead.
You will be responsible for: The creation of claims for the hearing aid partners Supporting your Hearing Aid partners when they have questions or requests Manage the user creation, login errors, and IT issues with the responsible department Manage our partners in the tyre programs Support our customers with the ID Protect product Manage first-level escalation from customers and partners Monitor and achieve the contractual SLAs Manage the Center of Excellence Hearing Aid and other Programs Ensure the quality of the team with regular quality control and coaching sessions with the agents Support bolttech for audits by carrier or authority For you to be successful, we expect you to be able to demonstrate the following key competencies: Communication: Effective and articulate communicator actively and respectively listens to and synthesizes others' perspective.
Keeps relevant people accurately informed and up to date of both positive and potentially negative information.
Customer focus: Actively seeks to understand customer feedback and needs and uses this in decision-making and solutioning.
Responds quickly and effectively to new customer ideas and requests.
Uses feedback and data to provide examples to improve internal processes and services to clients.
You will require the following qualifications and skills: Must be a self-starter, able to work with ambiguity in a fast-moving business 3+ years of experience in managing customer relationships and services, through service center customer support Experience with multichannel (e.G., web/chat/voice/social media) contact center customer interactions essential Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word, and Outlook) Strong verbal and non-verbal communication skills Desire for problem-solving and delivering results Collaborative personality balanced with a drive to deliver excellence to customers Fluent in any 3 of the following languages: English, German, Spanish, and French.
Any other European languages are a plus.
ABOUT US: bolttech is an international insurance exchange with a mission to build the world's leading, technology-enabled ecosystem for protection and insurance