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Form of workJob Description
PLEASE NOTE: this position is for a hybrid working arrangement, with regular weekly in-person attendance required at our Charlotte, NC office. This opportunity is only for applicants living in or planning to live in the Charlotte area. Relocation to North Carolina will not be offered.
Sompo Horizon is a newly established subsidiary of Sompo Holdings. Aiming to further Sompo Holdings' mission to promote well-being for all, and by leveraging the learnings from Sompo Care, Sompo Horizon is committed to developing transformative products and innovative services to address life’s challenges and transform the way people care for themselves and each other.
Location: Charlotte, Hybrid
Job Type: Full-Time
Reports To: Customer Experience Manager
Job Summary: As a Customer Service team member, you will play a crucial role in ensuring our customers have a positive and satisfying experience while using our CareGo portal. You will be the point of contact for customers, addressing their inquiries, resolving issues and providing assistance.
Key Responsibilities:
Customer Inquiries: Respond to customer inquiries, requests, and concerns via various communication channels (phone, email, chat) in a professional and courteous manner.
Issue Resolution: Identify and resolve customer issues or complaints promptly, striving for first-contact resolution whenever possible.
Product Knowledge: Develop a deep understanding of our product and services to provide accurate information and support to customers.
Feedback Collection: Gather and relay customer feedback and suggestions to relevant teams to drive product or service improvements.
Escalation: Escalate complex or unresolved issues to senior support staff or the appropriate department for further investigation and resolution.
Continuous Learning: Stay up to date with product or service updates and changes to provide accurate support.
Requirements:
Bachelor’s degree.
Proven experience in Customer Service or support roles is preferred.
Excellent communication and interpersonal skills.
Empathy and patience when dealing with customer inquiries or concerns.
Strong problem-solving skills and the ability to think on your feet.
Basic computer skills and familiarity with customer support software or systems.
Ability to work on a team and independently.
Additional Requirements:
Ability to commute to office 3 days a week and work remotely 2 days with dedicated workstation.
A commitment to delivering exceptional customer experiences.
Professional and customer-focused demeanor.
Willingness to adapt to changing procedures and guidelines.
Ability to handle stressful situations and upset customers with professionalism.
We offer a competitive salary, comprehensive benefits package, and the opportunity to work with a dynamic and innovative team. If you are a motivated, results-oriented individual with a strong track record in Customer Service, we encourage you to apply for this exciting opportunity.
