Customer Experience Representative
4 weeks ago
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.
This 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;**
- Troubleshoot 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.
- Escalate 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.
- Build out support documentation and processes (flow charts, manuals, knowledge base, frequently asked questions, troubleshooting steps, etc).
- Implement and improve ticketing systems; track and drive improvement in various metrics/Key Performance Indicators established with leadership.
- Survey and track progress on improving client satisfaction.
- Assist with the implementation of new clients and rate card updates on portals and through integrations.
- Assist with Application Programming Interface (API) questions and troubleshoot issues to expedite go-live timelines.
- Compile, analyse, and process coverage for batches of customer shipments via spreadsheet reporter process
- Assist with additional ad-hoc tasks/projects as assigned by the Head of Projects and Operations department.
- Ability to work primarily within the Central European, United Kingdom and US Eastern time zones.
- Other customer service related duties as assigned.
**Key Competencies;**
Delivery;
- Excellent communication skills and proven ability to forge and maintain relationships with clients
- Solutions focused attitude to resolve any challenges
- Excellent organisational skills - ability to provide the client with clear and accurate agendas, status reports and updates on request
- Answer any queries regarding customer policies in a compliant and timely manner
- Ability to produce high quality documentation.
- Proven attention to detail/extreme precision about the content of requirements of documents, weekly reports and status updates.
- The ability to work within an unstructured environment and without clear guidance.
**Skills and Qualifications;**
Essential;
- Customer support experience at an in-depth tier/level (tier 2+)
- General IT support/troubleshooting including networking, databases, and connected/related systems
- Integration experience (REST-based APIs, JSON, Postman)
- Coordination with Engineering and Business teams/departments to resolve a variety of issues
- Experience with CRM systems and help desk/ticketing software such as Salesforce
- Excellent time management and organisational skills
- Comfortable dealing with internal and external senior representatives
- Eagerness and willingness to learn
- Accuracy and attention to detail
- Self-starter and takes initiative
- Effective listening, strong verbal and written communications skills (including grammar)
- Must have outstanding interpersonal and problem solving skills
- Proficiency with business tools such as Google Docs, Sheets, and Slides and/or Microsoft Word, Excel, and PowerPoint
- High level of English proficiency is required
Desirable;
- Understanding of insurance and insurance distribution
- Enthusiastic about emerging technology and Insurtech
- Additional language skills such as French, Spanish, German, Dutch and/or Flemish
- Google Workspace
**About Us;**
We’ve combined groundbreaking AI and industry expertise to create a service that goes beyond conventional cargo insurance. This is holistic freight protection.
With trailblazing end-to-end InsurTech, our mission is simple: empower brokers to better serve the freight community, maximising profits and minimising losses for all.
At 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 continu
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