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Customer Experience Champion

1 week ago

Budapest, Budapest, Czech Republic Marshmallow Full time
About Marshmallow

We're on a mission to revolutionize the insurance industry by providing a fairer deal for people who often get overlooked. Our goal is to empower those who dare to step outside the norm, and we've already helped 100,000s of customers achieve that.

At Marshmallow, we believe in using technology to solve important problems for people who need it most. We're proud of the culture we've created, where everyone has a voice and the opportunity to make an impact. We take risks, think creatively, and experiment relentlessly to meet our customer's needs, without passing blame when things go wrong.

Our collaborative approach ensures that we're always aligned across functions, with clear goals and objectives flowing from top to bottom. We work in four tribes - Acquisition, Retention, Claims, and Pricing, Underwriting & Fraud - each with multiple teams working cross-functionally to do great work.

Job Description

You'll be part of our Customer Happiness Team, working hard to provide an amazing experience to all our customers. As a key member of this team, you'll be responsible for interacting with new and existing customers daily, solving their queries via live chat and email, and keeping our TrustPilot score high.

  • Solve customer inquiries efficiently and effectively
  • Maintain high-quality communication skills
  • Identify patterns in customer frustrations and hopes, and suggest process improvements
  • Liaise with other teams to ensure seamless customer experiences
  • Stay up-to-date with FCA guidelines and company policies
Requirements

To succeed in this role, you'll need:

  • Excellent communication skills
  • Ability to work in a fast-paced environment
  • Strong problem-solving skills
Benefits

As a valued member of our team, you'll enjoy:

  • Flexi-office working
  • Personal budgets for learning and development
  • Mental wellbeing support
  • Competitive bonus scheme
  • SZÉP card for expenses
  • Medicover Blue package for health services
  • All You Can Move membership or monthly BKK pass for transportation
  • Monthly team social budget, bi-weekly office lunches, and Office tea, coffee, and snacks