Customer Experience Agent

Über diese Stelle

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 work environment.

As a member of the team at Bikmo, you are responsible for considering the impacts to our customers in your role to ensure compliance with the Consumer Duty and the three cross cutting rules: to act in good faith, avoid foreseeable harm, and to enable and support retail customers to pursue their financial objectives.

Purpose and impact are a core part of our culture and as a member of the team at Bikmo you will act as a sustainability advocate that drives positive innovation and change.

To undertake any and all other duties as the business requires, in line with the responsibilities of the role, as may reasonably be requested from time to time.

Your approach to work
You will be a self-directed person who can manage your own time and can collaborate with people who have different working styles in different timezones. We believe that the best approach to work is to give our team members autonomy and accountability within their roles. We foster a culture of trust, clear communication, and flexibility, working as one team, supporting each other to deliver our goals.
What we’re looking for

Personal skills: Ability to think laterally and solve problems.

People skills: A great communicator with an approachable and supportive manner to effectively mentor colleagues.

Organisational skills: Well organised & efficient to manage high-level activity and work accurately.

Language Skills: Fluent in German, both written and spoken (essential). Working English is also required.

Travel: Willingness to travel for meetings, events, and company gatherings.

Experience

Background in customer experience or customer service roles, preferably in the Germany and/or Austria.

Passion for cycling or experience in related sectors like bike insurance, outdoor industries, or bike leasing (advantageous).

Strong communication skills and the ability to empathise with customers from diverse backgrounds.

Excellent written and verbal communication across multiple channels (email, chat, and phone).

Tech-savvy, with the ability to navigate and utilise…