Customer Experience Agent
Job title: Customer Success
Team: CX
Operational Territory: DE/AT
Line manager: Head of CX DE/AT
German Level C1-C2 is essential for this role. This role is full-time Monday to Friday. Location: Remote within Europe.
Bikmo objectives
- Protect the world's cyclists.
- Be a great business to work for.
- Make a positive impact on the world.
- Become the most respected brand in our sectors.
Job purpose
To serve as a front-line support to Bikmo ’s German and Austrian partners and their customers. Guiding our partners through onboarding, developing long term partnerships by troubleshooting problems relating to policies, claims and account management.
Customer Success Key duties & responsibilities
Supporting our partners and their customers
- 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
Process Improvement
- 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
Senior CX Agent Key duties & responsibilities
- Be the go-to expert for our German and Austrian partners, offering expert guidance and support across a range of communication platforms; phone, live chat, email.
- Handle partner inquiries and issues with a genuine passion for helping, going above and beyond to provide solutions.
- Offer in-depth knowledge of our cycling insurance products and help customers find the perfect fit.
- Guide partners and their customers through the claims process, ensuring a seamless and efficient experience.
- Collaborate with our product and marketing teams to improve our cycling insurance offerings.
- Collaborate with the content and development teams to help develop functions that will improve the partner experience.
- Monitor and report on partnership performance, and any recurring issues that require attention so we can continue to provide exceptional customer service.
- Collaborate with Bikmo teams in Europe to share capability, knowledge and learning.
- Identify and feedback on potential functions that will improve partner experience, throughout a customer's lifetime.
- Keep up to date with all the latest products, processes and policy changes so you have all the information needed to excel in your role.
- Embrace all things Bikmo and actively take part in communications and meetings with the team.
- Attend cycling industry events to promote all things Bikmo .
In addition
- As a member of the team at Bikmo , you are to play a pivotal role in fostering a culture of accountability and excellence, maintaining a positive and collaborative