Customer Service & Claims Manager

Stellenbeschreibung:

Serve as the first point of contact for customers in Spain regarding pet insurance
Provide customer support in Spanish and, where required, Spain's co-official languages
Own claims processing by reviewing estimates and invoices for reimbursement eligibility
Conduct outbound calls for retention and engagement campaigns
Collaborate with the team to build efficient processes for the Spanish market launch
Achieve daily and monthly goals
Streamline and automate claims and customer service workflows
Use internal systems to manage claims, review documentation, assess reimbursements, and ensure accurate follow-ups

Requirements

Spanish proficiency at C1-C2 level
Ability to support customers in Catalan, Galician, or Basque where required
English proficiency at C1 level
Solid experience in customer service or claims management
Genuine interest in pets and animals or familiarity with veterinary insurance
Background in the insurance industry or digital service environments
Hands-on experience with Zendesk or a comparable customer support platform
Structured, dependable, and independent working style
Ability to manage multiple priorities
Excellent written and verbal communication skills
Ability to handle complex customer situations calmly and provide solution-oriented support
German knowledge is an additional asset
Experience with Salesforce, HubSpot, or similar CRM systems is an additional asset

Core Competencies

Proficient in customer service and claims management, with a strong focus on the Spanish market. Capable of utilizing customer support platforms like Zendesk and CRM systems such as Salesforce or HubSpot to streamline workflows and enhance customer engagement.