Customer Support Specialist

**Customer Support Specialist - Travel Insurance** At PassportCard, we thrive on being there for our customers in their time of need. It’s in our DNA and what makes us love what we do **If you are looking for a truly rewarding, professional role which fits with your schedule, read on** Join a award winning travel insurance company that values its employees, fosters a positive culture, and is committed to being there when people need it most **What is on offer**: - Competitive salary and up to 10% of base salary in bonuses - Stunning North Sydney office - Genuine career growth and advancement opportunities - Full training provided - Employee Experience Program - Paid day off on your birthday - Hybrid working arrangement - Once every 2 months, have a 14hour work week **About the role** The purpose of this role is to ensure the safety and security of our travelers and support our global partners in providing exceptional customer service 24/7. Our Travelers need compassionate customer service specialist, on the other end of the phone, who are available and capable of assisting them when they need it the most - On Trip We are looking for an empathetic, professional and friendly person who will have their best interest at heart to join our **On-trip Customer Support Service**, which operates 24 hours a day, 7 days a week. **You will be**: - Receiving inbound calls from on-trip customers, including validating real-time claims made on-trip, handling emergency assistance cases and general enquiries - Actively listen and respond to customers enquiries with solutions that best suit their needs and meets the existing Service Level Agreements - Promoting the company ethos through providing an exceptional customer experience - Work across a 24/7 rotating roster, seven days a week*, to ensure coverage and availability for customers, whenever and wherever they need it the most - Be prepared to undertake and successfully complete all training You will work in a fast-paced, dynamic environment and collaborate with a multi-skilled team to deliver outstanding service and meet KPI’s. **What we are looking for** - Previous experience as a customer service contact centre agent - A mature mindset which is supportive and allows you to ‘walk in our customer's shoes' - Outstanding communication skills and the ability to demonstrate empathy while communicating with customers - Analytical and problem-solving skills whilst working under pressure - Reliability and punctuality - Available to work across a 24/7 rotating roster (*Three days on, three days off Day 1 - 8am - 8pm, Days 2 and 3, 8pm - 8am) **PassportCard’s story** PassportCard is an award-winning product that has revolutionised the Australian Travel Insurance market as it has done in other countries. PassportCard implements the world’s first travel insurance solution with real-time payments - instantly, globally, on the spot, when our customers really need it. We handle insurance claims right there, upfront, with no out-of-pocket expenses. Our mission is simple; to simplify our customers’ travel insurance experience**.** We trust our customers. We pay claims upfront. We are in their pocket. We go above and beyond for our clients. We provide constant reliable communications and updates reducing our customers’ levels of stress when things go wrong. We serve our customers with genuine compassion and care at the exact time they need it, which makes a big difference. **That’s what makes PassportCard different.** **PassportCard Culture** PassportCard Australia offers a rare opportunity for its employees to be part of an established organisation with strong international foundations, that is creating something unique and innovative in the Australian Travel Insurance market. This translates into an agile, flexible, dynamic and fun work environment where highly motivated, creative and driven people come together to make an impact, shape the organisation and make a difference in a community environment. Starting from the very top, we foster a culture of leadership, empowering staff and making a positive difference in people’s lives through our presence. We are there when customers need us most. We genuinely believe in our unique products and what we do and are so proud to be game changers and path blazers, eradicating the current limitations and revolutionising the Australian Travel Insurance Industry. Our employee-centric approach means we understand that when the needs of the employees are met, they, in return, ensure that the needs of the customers and insurance intermediaries are met. We recognise that every one of our team members is a valued individual with unique gifts and talents from whom our organisation can learn and grow. If this opportunity excites you as much as it does us, we'd love to hear from you Please click on "Apply" and attach your cover letter and resume. **Benefits**: - Maternity leave Schedule: - 12 hour shift - Day shift - Eve