Customer Experience Agent

This is a fully remote position, open to applicants in Germany.

📋 Description

• Deliver first-line support for Bikmo’s partners in Germany and Austria, addressing inquiries related to insurance policies and claims, while ensuring prompt, clear, and precise responses.

• Serve as a knowledgeable and reassuring contact point, assisting our partners and their customers in understanding their coverage and guiding them confidently through onboarding, claims, and adjustments.

• Assess and escalate complex inquiries as needed, while maintaining full responsibility for the relationship throughout the process.

• Aid our partners in recommending Bikmo insurance to their clients.

• Collaborate closely with new partners to activate their relationship with Bikmo and initiate the selling of insurance to their own clientele.

• Assist partners in navigating the steps required for going live—from comprehending the product to establishing sales processes—ensuring a smooth and rapid activation.

• Support partners in acquiring the knowledge and confidence to represent Bikmo effectively to their customers.

• Troubleshoot any setup and account management issues, escalating them to the appropriate Bikmo team member while retaining full ownership of the relationship.

• Identify friction points and gaps in the existing experience for B2B partners and their customers in Germany and Austria.

• Proactively recommend and assist in the implementation of enhancements to systems, tools, and processes that foster a more streamlined partner experience.

• Relay partner insights back to the broader organization to inform product and operational decisions.

• Oversee the onboarding of new B2B partners into Bikmo's systems, tools, and processes.

⛳️ Requirements

• Ability to think creatively and resolve problems effectively.

• Excellent communicator with an approachable and supportive demeanor to mentor colleagues effectively.

• Highly organized and efficient, capable of managing high-level activities while ensuring accuracy.

• Fluent in German, both written and spoken (essential).

• Proficient in English is also required.

• Willingness to travel for meetings, events, and company gatherings.

• Experience in customer experience or customer service roles, ideally within Germany and/or Austria.

• Passion for cycling or experience in related fields such as bike insurance, outdoor industries, or bike leasing (preferred).

• Strong interpersonal skills with the ability to empathize with customers from various backgrounds.

• Exceptional written and verbal communication skills across multiple channels (email, chat, and phone).

• Tech-savvy, with the capability to navigate and utilize various software tools effectively.

• Detail-oriented, with the ability to manage multiple tasks and resolve problems efficiently.

🏝️ Benefits

• 25 days of annual leave.

• Private healthcare.

• Pension scheme.

• Flexible working hours.

• Professional development opportunities.