Customer Operation Executive
Létrehozva: 2025-07-25
Hirdető: Marshmallow
Jelentkezési határidő:
Customer Operations Executive
Exceptional customer care is at the heart of everything we do at Marshmallow. Providing world-class service is key to building customer loyalty and ensuring retention.
Our Customer Operations teams support customers throughout their journey—from purchasing their first policy to managing adjustments, financial queries, and renewals. You will join either the Customer Happiness team (handling active policies, mid-term adjustments, and payments) or the Retention Ops team (assisting customers with renewals and potential cancellations). Your team placement will be determined during the interview process.
What you’ll be doing
- Engaging with new and existing customers via live chat and email, ensuring a seamless experience in a fast-paced, ever-evolving environment.
- Meeting performance targets, including quality, volume of conversations, and customer retention, with continuous feedback for development.
- Identifying customer pain points and proactively suggesting process, tool, or product improvements to enhance efficiency.
- Collaborating with teams such as Underwriting, Claims, and Fraud to optimise the customer journey.
- Ensuring compliance with FCA guidelines in all customer interactions.
- Building expert knowledge of our products, systems, and processes, with access to internal resources for support.
- Identifying vulnerable customers and ensuring they receive appropriate support.
- Assisting in onboarding new team members through shadowing and mentoring, contributing to a culture of knowledge-sharing.
- Supporting colleagues by answering policy-related queries as needed.
You can apply via this link: https://www.marshmallow.com/jobs?utm_source=OWnwGe8Qla#openings
Elvárt nyelvismeret: angol - középfok (kommunikációképes szint)
Elvárt munkatapasztalat: 1-3 év munkatapasztalat
Foglalkoztatási forma: Teljes munkaidő
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