Customer Service Ambassador Budapest

Customer Service Ambassador
Budapest
Budapest, Budapest, HU

About the Role:

As a Customer Service Ambassador, you will play a vital role in delivering exceptional customer experiences via live chat.

You will be responsible for handling renewal-related inquiries during the first six months, ensuring customers understand and choose from their new policy options. After gaining deeper product knowledge, you will be trained to handle cancellation cases, where you will aim to understand customers' reasons for leaving and proactively look for solutions to retain them.

You'll work closely with your Team Leader to track performance, set goals, and receive coaching when additional support is needed. Your performance will be measured through Customer Satisfaction scores (CSAT), quality audits, and daily productivity metrics.

Key Responsibilities:

• Provide real-time customer support via live chat, ensuring clear communication.
• Focus on renewal-related inquiries during the first six months, helping customers understand and choose from their new policy options.
• Handle cancellation cases, understanding customers' reasons for leaving and proactively looking for solutions to retain them.
• Work closely with your Team Leader to track performance, set goals, and receive coaching when additional support is needed.

Benefits of Working with Us:

• Comprehensive training on handling complaints and supporting vulnerable customers
• Closely working together with cross-functional teams including Claims, Fraud, Quality Assurance, and Knowledge Management
• Dedicated blocks of time for follow-up, admin, and well-being breaks

Your Success Metrics:

• Customer Satisfaction scores (CSAT)
• Quality audits
• Daily productivity metrics
• Weekly insights into how many customers you successfully retained during cancellation conversations