Call Center Manager - Digital Insurance

작업 내용

We are QOVER, an Insurtech scale-up that already raised 35M€ in less than 5 years.

We create, build and distribute innovative digital insurance solutions across Europe to help fast-growing companies. Our solutions are available in real-time through open APIs. We are active in 33 countries and some of our partners include renowned companies such as Deliveroo, Revolut, Wolt, Decathlon, Cowboy, Venilu, Angell and others.

Visit www.qover.com for more information or just Google "Qover" and find out all the great articles we’ve got on us!

Job Description

Qover is seeking an internationally minded and experienced Call center/ Customer Care Manager to join our entrepreneurial journey in becoming the leading API first global insurance infrastructure for the digital world.

Reporting to a Board member, you will be a key member of Qover ensuring a 360 command of the business on all customer care matters.

Our Customer Care Manager will be responsible for:

• Build a deep understanding of the business and lead and manage all customer care activities from general enquiries, quotes, policy issuance, policy servicing, renewals, cancellation, and billing & collections.
• Develop a good understanding of insurance distribution and insurance products at a pan-European level.
• Be accountable for reaching out the SLA’s and operational KPI’s
• Be in charge of motivating and coaching the colleagues, organizing frequent one-to-one session, and handling all people issues in the team.
• Participate to the selection, onboarding and training of new colleagues.
• Participate to improve the processes and the organization of the Customer Service.
• Liaise/Escalate with the Claims department on complex Customer Issues.

Qualifications:

• At least 10 years of proven experience in leading / managing an international customer care
• Be able manage a team of 12 persons that might be growing to 100 or more over the next 3 years
• Tech and Insurance Savviness is a must.
• We look for someone that speaks at least fluent English , any other European Language is an asset (French, Dutch, Polish, German, Spanish, etc.)
• You are passionate about delivering excellent customer service
• Strong coaching skills, with great communication and presentation skills
• Flexible and ability to quickly adapt to any business situation
• Autonomous, you are also hands-on with a strong team spirit
• You are proactive and self-driven requiring minimal supervision, open and welcoming to change, creative and strategic thinker, have innovative problem-solving skills and highly organized.
• You work well under pressure, with a high degree of adaptability and flexibility in a fast paced, rapidly changing environment. You are comfortable to deal with ambiguity.
• You actually have a can-do NINJA mentality

Benefits

• Working in a fast-paced environment with entrepreneurial people giving you the opportunity to innovate and to take initiatives
• To be part of a disruptive scale-up
• A full-time permanent contract with a highly competitive salary package
• A nice working space with a great location in Brussels
• Flexible work hours & flat structure (horizontal) organization
• A lot of fun :)