Licensed Customer Support Agent (Remote)

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Requirements:

• Familiarity with travel insurance products, terminology, and industry best practices.
• Exceptional verbal and written communication skills, strong technical and analytical abilities.
• Self-motivated and proactive, with a proven ability to drive progress and foster key relationships.
• Highly organized and detail-oriented, with a passion for delivering outstanding customer support.
• Positive attitude, flexible and results-driven approach.
• Strong teamwork skills, with the ability to collaborate effectively across functions.
• Proficiency in CRM systems, Zendesk, and other ticketing tools.
• Excellent active listening and empathy skills, with the ability to address customers' needs.
• Ability to maintain composure in challenging situations.
• Commitment to continuous learning and self-education.
• Must be able to obtain a Property and Casualty Insurance license and pass a background check.

Responsibilities:

• Provide top-tier technical support via phone, email, and chat, ensuring prompt and effective resolution of customer inquiries.
• Conduct high-level customer service to identify customers' travel needs and recommend suitable products.
• Test and document development projects, providing insights for continuous improvement.
• Assist with process improvement initiatives and implement ideas in a fast-paced environment.
• Document and manage ongoing projects, ensuring timely completion.
• Propose automated solutions to streamline processes and enhance productivity.
• Maintain accurate and detailed customer records, ensuring data integrity.
• Monitor and analyze customer feedback to identify trends and propose improvements.
• Participate in creating and maintaining knowledge base articles and FAQs.