Customer Experience Representative

2 weeks ago

Camden Area, Greater London, United Kingdom Loadsure Full time
As a Customer Experience Representative (CXR), your role is to provide exceptional support to Loadsure's customers and internal users on the portal and other Loadsure systems providing an enhanced customer experience

You will be highly organised and comfortable building relationships and working with all levels of the firm.

Stakeholder management and communication will be vital to the success of the role.nThis position requires a self-driven, high-energy, creative professional who's passionate about disrupting an industry and wants to be rewarded for their performance and contributions.

We believe that with a growth mindset, tech-first innovation, and focused execution, anything is possible. We value others' insights and ideas to build a collaborative, entrepreneurial, and lighthearted environment.


Key Responsibilities;nProvide the first line of support to customer inquiries and issues reported through Loadsure's support emailnTroubleshoot issues with the portals and client integrations in order to not just resolve the issue but determine root cause and corrective action to prevent similar issues in the future.nEscalate issues to other departments as needed (Engineering, Underwriting, Relationship Management, Compliance, Claims, etc) and coordinate responses to resolve customer inquiries related to both technology and business needs.nBuild out support documentation and processes (flow charts, manuals, knowledge base, frequently asked questions, troubleshooting steps, etc).nImplement and improve ticketing systems; track and drive improvement in various metrics/Key Performance Indicators established with leadership.nSurvey and track progress on improving client satisfaction.nAssist with the implementation of new clients and rate card updates on portals and through integrations.nAssist with Application Programming Interface (API) questions and troubleshoot issues to expedite go-live timelines.nCompile, analyse, and process coverage for batches of customer shipments via spreadsheet reporter processnAssist with additional ad-hoc tasks/projects as assigned by the Head of Projects and Operations department.nAbility to work primarily within the Central European, United Kingdom and US Eastern time zones.nOther customer service related duties as assigned.


Key Competencies;nExcellent communication skills and proven ability to forge and maintain relationships with clientsnSolutions focused attitude to resolve any challengesnExcellent organisational skills – ability to provide the client with clear and accurate agendas, status reports and updates on requestnAnswer any queries regarding customer policies in a compliant and timely mannernAbility to produce high quality documentation.nProven attention to detail/extreme precision about the content of requirements of documents, weekly reports and status updates.nThe ability to work within an unstructured environment and without clear guidance.


Skills and Qualifications;nEssential;nStrong communication skills via phone and emailnCustomer support experience at an in-depth tier/level (tier 2+)nGeneral IT support/troubleshooting including networking, databases, and connected/related systemsnIntegration experience (REST-based APIs, JSON, Postman)nCoordination with Engineering and Business teams/departments to resolve a variety of issuesnExperience with CRM systems and help desk/ticketing software such as SalesforcenExperience with project/task management systems such as Monday.

comnExcellent time management and organisational skillsnComfortable dealing with internal and external senior representativesnEagerness and willingness to learnnAccuracy and attention to detailnSelf-starter and takes initiativenEffective listening, strong verbal and written communications skills (including grammar)nMust have outstanding interpersonal and problem solving skillsnProficiency with business tools such as Google Docs, Sheets, and Slides and/or Microsoft Word, Excel, and PowerPointnHigh level of English proficiency is required

Desirable;nUnderstanding of insurance and insurance distributionnEnthusiastic about emerging technology and InsurtechnAdditional language skills such as French, Spanish, German, Dutch and/or FlemishnGoogle Workspace

About Us;nWe've combined groundbreaking AI and industry expertise to create a service that goes beyond conventional cargo insurance.

This is holistic freight protection.nWith trailblazing end-to-end InsurTech, our mission is simple: empower brokers to better serve the freight community, maximising profits and minimising losses for all.nAt Loadsure, we celebrate the spirit of individuals and empower them to grow.

Fostering a culture of personal freedom, mutual respect, and collaboration, we enable the professional success of each person, regardless of race, ethnicity, culture, nationality, religious belief, sexual orientation, gender identity and expression, age, marital status, or disability.


Understanding, communication, respect among all people:
This is how we're nurturing a diverse and inclusive workplace in which everyone can thrive.

We Strive

for continuous growth and excellence in everything we do.nWe Unite

through collaboration, leveraging our diverse strengths to achieve common goals.nWe Pioneer

innovative solutions, embracing new technologies and forward-thinking approaches.nWe Deliver

outstanding results, ensuring reliability and quality in every project.

Why work for Loadsure?nCompetitive salarynCompany stock optionsn25 annual leave days, in addition to our recognised national holidaysnStrong healthcare coverage for employees and their familiesnA culture of work-life balancenA community that gives backnRemote working with great flexibilitynEngaging and collaborative work environmentnAn exciting opportunity to work with a talented team that's passionate about what they do and believes in their product and peoplenCareer development opportunitiesnAccess to corporate travel agents, allowing for discounted flight and hotel rates on personal travel

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