Customer Care Frontline Officer – Danish/English

Who we are:

We’re Qover, a leading insurtech scale-up that has raised $70 million.
With an international team of 140+ colleagues based in Brussels, we help companies orchestrate digital embedded insurance experiences.

Since Qover was founded in 2016, our co-founders had a clear vision of the future of insurance: it must be simple, transparent and accessible across borders – a global safety net 🌍

We’re well on our way to building that safety net, with a platform that protects millions of users across 32 European countries. We work with top brands like Revolut, Mastercard, BMW, Canyon, Monzo and many others.

Visit our website for more about what we do!

About the role
We are looking for a Customer Care Professional who is willing to be part of an ambitious entrepreneurial journey aiming at disrupting the European insurance market. Someone with a “can-do attitude”, passionate about resolving customers’ problems and that is looking to join a fast-paced environment.

Main tasks and responsibilities

● Handle customer requests via email and phone in Danish and English
● Understand and summarize the customer’s request
● Advise customers as to the procedures they will have to follow for their claims
● Keep track of customers’ requests, complaints and/or claims
● Translate insurance language to customer language (PCP training offered: assimilate training)
● Ensure inbound sales conversion on prospects
● Give operational insight in interpretation of insurance terms and conditions by customers, and in operational claim management
● Handle various ad-hoc administrative tasks, such as
○ Follow-up on payments
○ Prepare, print and send postal mail
○ Managing contracts (activation, changes, renew, cancellation)
○ CRM management (updating customer database)

Your Profile

● You are a native-like speaker and writer in Danish and English.
● Any additional language is a plus.
● You have experience in a customer service role
● You have some experience handling customer calls
● You are passionate about delivering excellent customer service
● You have a sound working knowledge of Microsoft Office applications (Word, Excel, etc) and Google applications (Drive, Slides, Docs, etc,) and the ability to grasp new systems quickly
● You can effectively multitask and prioritize a varied workload

About you

● You are customer-centric
● You are pragmatic and able to understand the lean startup philosophy
● You have a strong team spirit and you value team results above personal praise
● You are hands-on and ready to do the job that adds the most value to Qover at a given time
● You are autonomous. Also, you know when to ask for help
● You can translate a complex question into simple solutions
● You cultivate a can-do attitude

What’s in it for you:

● A flexible work environment: up to three days remote per week and the ability to work from anywhere one month per year
● 28 days off (8 extra days on top of the 20 legal days)
● A nice working space in a great location in Brussels: Qover-dedicated space at WeWork (Rue du Commerce 31) with a large terrace to enjoy team events
● A positive company culture that values teamwork and taking initiative but also having fun, with regular social events
● A collaborative and communal environment where everyone is welcomed, valued and accepted regardless of their nationality, gender, age, sexual orientation, disability, philosophical or political views, etc.
● The chance to work among entrepreneurial people, giving you the opportunity to learn and have a real impact at one of Europe’s fastest-growing insurtechs