Customer Support Specialist (Fully Remote) job opportunity at CoverGo.

Home Jobs In Philippines Tag: Customer advisor Customer Support Specialist (Fully Remote) position at CoverGo


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CoverGo Customer Support Specialist (Fully Remote)
Experience: 6-years
Pattern: remote
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Customer advisor

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degreeBachelor's (B.A.)
loacation Metro Manila, Philippines
loacation Metro Manila....Philippines

Lead and manage the customer service function to deliver high quality support experience to our clients and partners Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience Build a feedback loop between customer support and product development to enhance feature development and usability Work with ticketing systems to streamline processes and enhance support efficiency (e.g., #Zendesk, #HubSpot, #Salesforce) __ Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution Support the implementation of new tools and systems to scale customer support and improve automation where appropriate Stay informed on industry trends in InsurTech and customer experience to continuously raise the bar in our service delivery Actively participate in strategic discussions around customer lifecycle, retention, and satisfaction

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