<h4 dir="auto"><span style="color: rgb(34, 34, 34);"><strong>About the Company</strong></span></h4><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">Cover Genius is an </span><a target="_blank" rel="noopener" href="https://covergenius.com/cover-genius-closes-80m-in-series-e-funding-as-investors-see-700-billion-opportunity-in-embedded-protection//"><span style="color: rgb(17, 85, 204);">Insurtech</span></a><span style="color: rgb(0, 0, 0);"> that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and </span><a target="_blank" rel="noopener" href="http://booking.com/"><span style="color: rgb(0, 0, 0);">Booking.com</span></a><span style="color: rgb(0, 0, 0);">, Intuit, </span><a target="_blank" rel="noopener" href="https://covergenius.com/hopper-demo/"><span style="color: rgb(0, 0, 0);">Hopper</span></a><span style="color: rgb(0, 0, 0);">, </span><a target="_blank" rel="noopener" href="https://covergenius.com/skyscanner-demo/"><span style="color: rgb(0, 0, 0);">Skyscanner</span></a><span style="color: rgb(0, 0, 0);">, </span><a target="_blank" rel="noopener" href="https://covergenius.com/ryanair-demo/"><span style="color: rgb(0, 0, 0);">Ryanair</span></a><span style="color: rgb(0, 0, 0);">, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also </span><a target="_blank" rel="noopener" href="https://covergenius.com/available-at-amazon/"><span style="color: rgb(0, 0, 0);">available at Amazon</span></a><span style="color: rgb(0, 0, 0);">, </span><a target="_blank" rel="noopener" href="https://covergenius.com/flipkart-demo/"><span style="color: rgb(0, 0, 0);">Flipkart</span></a><span style="color: rgb(0, 0, 0);">, </span><a target="_blank" rel="noopener" href="https://covergenius.com/global-online-retailer-513-growth/"><span style="color: rgb(0, 0, 0);">eBay</span></a><span style="color: rgb(0, 0, 0);">, Wayfair and SE Asia’s largest company, Shopee.</span></p><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">Our partners integrate with </span><a target="_blank" rel="noopener" href="https://covergenius.com/xcover/"><span style="color: rgb(0, 0, 0);">XCover</span></a><span style="color: rgb(0, 0, 0);">, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized sed with dozens of awards including by the Financial Times who ranked Cover Genius as the </span><a target="_blank" rel="noopener" href="https://www.ft.com/content/1d5aabcc-5d44-11ea-ac5e-df00963c20e6"><span style="color: rgb(0, 0, 0);">#1 fastest growing company in APAC</span></a><span style="color: rgb(0, 0, 0);"> in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular </span><a target="_blank" rel="noopener" href="https://covergenius.com/cg-gives/"><span style="color: rgb(0, 0, 0);">“CG Gives”</span></a><span style="color: rgb(0, 0, 0);"> which makes social entrepreneurs out of us all and funds development initiatives in global communities.</span></p><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">Our People are Bold, Authentic, Purposeful and Inspired  </span></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">Our People are not Perfect, Traditional, Complacent or Cautious </span></p><p dir="auto"></p><h4 dir="ltr"><span style="color: rgb(34, 34, 34);"><strong>About the Role</strong></span></h4><p dir="ltr"></p><p dir="ltr"><strong><em>** 6-month contract - with the possibility of becoming permanent **</em></strong></p><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">This role sits within a structured, SLA-driven Customer Support Hub delivering multi-channel service and operational execution across phone, chat, email, and back-office workflows.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">This is not a script-based or volume contact centre role. You are expected to understand policy, apply judgement, and manage complex customer interactions with composure and clarity.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">You will own customer cases across channels while maintaining full utilisation through structured administrative execution during non-live periods. Performance is measured across quality, SLA adherence, documentation accuracy, and operational productivity.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">Only candidates with demonstrated excellence in multi-channel support environments will be considered.</span></p><p dir="ltr"></p><h4 dir="ltr"><span style="color: rgb(34, 34, 34);"><strong>Key Responsibilities</strong></span></h4><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);"><strong>Multi-Channel Customer Ownership</strong></span></p><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Manage inbound phone, live chat, and email enquiries from first contact through resolution or structured escalation</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Apply policy confidently and explain decisions clearly without reliance on scripts</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Maintain control of complex or emotionally charged conversations</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Ensure consistent service quality across all communication channels</span></p></li></ul><p dir="ltr"><span style="color: rgb(0, 0, 0);"><strong>Hybrid Operations Execution</strong></span></p><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Process back-office work including claims administration, triage, and manual case filing</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Maintain audit-ready documentation in our ticketing system and associated systems</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Balance live customer demand with structured administrative throughput</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Identify and flag process gaps, documentation risks, or compliance concerns</span></p></li></ul><p dir="ltr"><span style="color: rgb(0, 0, 0);"><strong>Operational Excellence</strong></span></p><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Meet or exceed SLAs, QA benchmarks, and productivity expectations</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Follow SOPs, compliance requirements, and escalation frameworks</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Maintain high case accuracy with minimal rework</span></p></li></ul><p dir="ltr"><span style="color: rgb(0, 0, 0);"><strong>Collaboration & Escalation</strong></span></p><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Exercise sound judgement on resolution versus escalation</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Escalate complex, sensitive, or out-of-scope cases appropriately</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Protect compliance and regulatory standards in all interactions</span></p></li></ul><p dir="ltr"></p><h4 dir="ltr"><span style="color: rgb(34, 34, 34);"><strong>What you will bring</strong></span></h4><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">3+ years experience in a multi-channel customer support environment with measurable SLA targets</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Demonstrated experience handling complex or sensitive cases independently</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Proven ability to switch between phone, chat, email, and administrative tasks without quality loss</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Strong written communication and documentation capability</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Experience operating within regulated, compliance-driven, or policy-based environments</span></p></li></ul><p dir="ltr"></p><h4 dir="ltr"><span style="color: rgb(0, 0, 0);"><strong>Highly preferred</strong></span></h4><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Experience in insurance, fintech, travel, or regulated environments</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Familiarity with Zendesk or similar case management tools</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Additional language proficiency beyond English is highly preferred and may be utilised to support regional customer demand.</span></p></li></ul><p dir="ltr"></p><h4 dir="ltr"><span style="color: rgb(34, 34, 34);"><strong>Other Skills</strong></span></h4><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Clear and controlled verbal communication</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Attention to detail</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Operational discipline</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Emotional composure under pressure</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Accountability and reliability</span></p></li></ul><p dir="ltr"></p><h4 dir="ltr"><span style="color: rgb(0, 0, 0);"><strong>Why Cover Genius? </strong> </span></h4><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?</span></p><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">• <strong>Flexible Work Environment</strong> - Our teams are remote.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">• <strong>Work with like-minded people</strong> who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">• <strong>Social Initiatives</strong> - </span><a target="_blank" rel="noopener" href="https://www.instagram.com/p/B9qnOuUpDVx/"><span style="color: rgb(0, 0, 0);">pictures</span></a><span style="color: rgb(0, 0, 0);"> speak a thousand words!</span></p><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">Sounds interesting? If you think you have the best composition of the above, send us your resume and let's chat!</span></p><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);"><em>Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.</em></span></p><p dir="auto"><span style="color: rgb(0, 0, 0);"><em>By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application.  For detailed information about how we handle your data and our use of AI, please review our full P</em></span><a target="_blank" rel="noopener" href="https://covergenius.com/privacy-policy/"><span style="color: rgb(0, 0, 0);"><em>rivacy Policy.</em></span></a></p><p dir="auto"></p><p dir="auto"><strong><em>** 6-month contract - with the possibility of becoming permanent **</em></strong></p><p dir="auto"></p>