Customer Service Support Specialist

About the role

Covu is seeking a dedicated Customer Service Support Specialist to join our team in Kathmandu, Bagmati. This position is designed for individuals who are passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic and innovative company. As a contract role, you will have the opportunity to engage with customers, resolve inquiries, and support our mission to provide outstanding service in the insurance technology sector.

Key facts

What you'll do

• Serve as the first point of contact for customers, addressing inquiries via phone, email, and chat with professionalism and efficiency.
• Assist customers in navigating our platform, ensuring they understand how to utilize our services effectively.
• Resolve customer issues by identifying the root cause and providing appropriate solutions, escalating complex cases when necessary.
• Maintain accurate records of customer interactions and transactions in our customer relationship management (CRM) system.
• Collaborate with cross-functional teams, including product development and marketing, to relay customer feedback and contribute to service improvements.
• Conduct follow-up communications with customers to ensure their issues have been resolved satisfactorily and to gather feedback on their experience.
• Participate in training sessions to stay updated on product features, company policies, and customer service best practices.
• Analyze customer interactions to identify trends and areas for improvement, contributing to the development of training materials and resources.
• Manage customer accounts, including updates to personal information and service subscriptions, ensuring data accuracy and compliance with privacy regulations.
• Provide support during peak times, demonstrating flexibility and a willingness to adapt to changing workloads and priorities.
• Assist in the development of FAQs and knowledge base articles to empower customers with self-service options.
• Engage in continuous learning to enhance personal skills and knowledge related to customer service and the insurance technology industry.

Requirements

• A minimum of 2 years of experience in a customer service role, preferably within the technology or insurance sectors.
• Strong communication skills, both verbal and written, with the ability to convey information clearly and empathetically.
• Proficiency in using customer service software and CRM systems; familiarity with tools like Zendesk or Salesforce is a plus.
• Demonstrated problem-solving abilities, with a focus on finding effective solutions for customers.
• Ability to work independently and as part of a team, managing time effectively to meet deadlines.
• A customer-centric mindset, with a passion for helping others and enhancing their experience.

Nice to have

• Experience in the insurance industry or knowledge of insurance products and services.
• Familiarity with digital communication tools and platforms, including social media and live chat.
• Multilingual abilities, particularly in languages relevant to our customer base, are a significant advantage.

Skills & tools

• Excellent interpersonal skills and the ability to build rapport with customers.
• Strong organizational skills, with attention to detail in managing customer information and inquiries.
• Proficiency in Microsoft Office Suite, especially Excel and Word, for reporting and documentation purposes.
• Ability to adapt to new technologies and software quickly, with a willingness to learn and grow.

Practical notes

• This role is based in Kathmandu, Bagmati, and requires candidates to have the legal right to work in Nepal.
• The position is a contract role, which may offer flexibility in working hours and the potential for extension based on performance and business needs.
• Candidates should be prepared for a fast-paced environment and be open to feedback and continuous improvement in their customer service skills.

At Covu, we are committed to fostering a culture of innovation and excellence. If you are looking to make a meaningful impact in a growing company and possess the skills and experience outlined above, we encourage you to apply for the Customer Service Support Specialist position. Join us in our mission to transform the insurance experience for our customers!