Customer Experience Specialist

4 weeks ago


London, Greater London, United Kingdom Laka Full time
Customer Experience Specialist

Laka is seeking a highly empathetic and technically savvy Customer Experience Specialist to join our team. As a key member of our Customer Experience team, you will be the first point of contact for our customers and will play a crucial role in providing a seamless and convenient experience for our members.

Responsibilities:

  • Support customers with general questions about Laka's products and services, including bicycle insurance and new initiatives via web chat and email.
  • Help members file claims and guide them through the process of replacing or repairing their bikes and kit either directly with us or by coordinating with third-parties.
  • Be the first point of contact for our B2B partners, supporting them to get their riders back on the road.
  • Work closely with the CX team across both the UK and NL to provide a convenient, swift and seamless experience to our members.
  • Collate feedback from the collective on an ongoing basis and produce actionable intel to support decision making, both in the CX team and others around Laka.

Requirements:

  • Strong empathy for cyclists and understanding of technical terms in cycling.
  • Excellent written communication skills in English and Dutch.
  • Ability to learn new things and work with a lovely bunch of people.
  • Comfortable chatting with our members and providing a great customer experience.

We're looking for someone who is passionate about cycling and wants to be part of a team that is changing the insurance industry. If you're a fast learner and enjoy helping people, we'd love to hear from you.

Benefits:

  • Remote-first way of working.
  • Share options.
  • Company bonus scheme.
  • Annual leave.
  • Pension scheme.
  • Private medical insurance.
  • Home set-up allowance.
  • Lunch on us.
  • Company-wide events.
  • Monthly socials.
  • Laka swag.
  • Laka credit.
  • Mental health support.


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