Customer Service Consultant

Company Overview:

Two Three Bird is a leading provider of comprehensive bicycle insurance solutions in Australia and New Zealand, the United Kingdom, and the United States. We are dedicated to protecting cyclists and their beloved bikes. As part of our commitment to supporting the cycling community, we seek enthusiastic individuals to join our dynamic team.

Position Overview:

You will be responsible for handling general customer service tasks efficiently whilst treating all customers with the best possible service. As a customer service consultant, you will put the customer first, assisting them as quickly as possible. You will be a liaison between the customer and the sales and claims teams, ensuring that all communication is accurately captured on the correct platforms. 

Key Responsibilities:

• Provide Support Across Multiple Channels: Assist customers via phone, email, live chat, and other communication channels, ensuring consistent and responsive service across all touchpoints.
• Assist Customers with Policy Inquiries: Address customer inquiries related to insurance policies, coverage details, premiums, and any other relevant information.
• Policy Enrollment and Renewals: Guide customers through the process of enrolling in new insurance policies or renewing existing ones, ensuring all necessary information is collected accurately.
• Policy Amendments and Adjustments: Help customers make changes to their policies as needed, such as updating personal information, adding or removing coverage options, or adjusting coverage limits.
• Billing and Payment Support: Assist customers with billing inquiries, payment processing, and resolving any issues related to premiums, invoices, or payment methods.
• Resolve Complaints and Issues: Address customer complaints or concerns in a timely and professional manner, working to find satisfactory resolutions and escalate complex issues as necessary.
• Promote Customer Satisfaction: Strive to ensure a positive customer experience at all times by delivering excellent service, actively listening to customer feedback, and going above and beyond to meet customer needs.
• Educate Customers: Educate customers about various aspects of bicycle insurance, including cover options, policy terms, claims processes, and proactive measures to protect their bicycles and mitigate risks, without giving advice.
• Cross-Sell and Upsell Opportunities: Identify opportunities to cross-sell or upsell additional insurance products or services that may benefit customers based on their individual needs and circumstances.
• Maintain Customer Records: Keep accurate records of customer interactions, policy details, and any relevant documentation in compliance with data protection regulations and company policies.
• Collaborate with Other Departments: Coordinate with other departments within the company, such as claims processing, underwriting, and sales, to ensure a seamless customer experience and facilitate efficient resolution of customer inquiries or issues.
• Continuous Improvement: Participate in training programs, workshops, and ongoing learning opportunities to enhance product knowledge, customer service skills, and overall performance.
  

Key requirements & skills:

• Minimum of a Senior Matric Certificate. Additional relevant qualifications will be advantageous. 
• 2-4 years of experience in client services, customer care, or a related field. 
• Familiarity with the industry in which we operate is beneficial. 
• Strong written and verbal communication skills are essential for effectively interacting with individuals at all levels. 
• Strong problem-solving skills, critical thinking, and the ability to make informed decisions are crucial.
• Understanding customer needs, addressing concerns, and providing exceptional service to ensure client satisfaction and retention.
• A deep understanding of the products or services offered. Explaining complex concepts clearly and understandably to clients.
• Written communication (emails, reports, etc.) as well as verbal communication to be of the highest standard.
• You will be responsible for identifying opportunities to upsell or cross-sell products or services to existing clients. 
• The business environment is constantly evolving, so you should be proactive in staying updated with industry trends, technological advancements, and best practices in client services.
  

Reports to: 

UK Customer Service Team Lead

Working hours:

UK Summer Period (alternating shifts during No-Daylight-Savings from April - September)

• Shift 1 - 09h00 to 18h00
• Shift 2 - 10h00 to 19h00
• Monday to Friday

UK Winter Period (alternating shifts during Daylight-Savings from October - March)

• Shift 1 - 09h00 to 18h00
• Shift 2 - 10h00 to 19h00
• Shift 3 - 11h00 to 20h00
• Monday to Friday

Remuneration & Benefits:

• Competitive monthly salary depending on experience.
• Generous annual leave entitlement of 21 days, plus an additional day of Birthday Leave.
• Discount on salvaged bicycles, exclusive to our team members.
• Opportunity for international exposure, opening doors to diverse experiences and growth opportunities.