Role Description Für unser Team im Gesundheitsumfeld suchen wir selbstständige Unterstützung im Bereich Interessentenkommunikation und Gesprächsführung. Die Tätigkeit ist nebenberuflich möglich und vollständig remote ausübbar. Je nach Erfahrung, Stärke und Aufgabenbereich liegt dein Schwerpunkt entweder in der schriftlichen und organisatorischen Vorbereitung von Gesprächen oder in der strukturierten Durchführung von Beratungsgesprächen mit bereits vorhandenen Interessenten. Wichtiger Hinweis: Es handelt sich um eine selbstständige Tätigkeit und nicht um ein Angestelltenverhältnis. - Remote Tätigkeit mit flexibler Zeiteinteilung - Nebenberuflich möglich - Strukturierte Einarbeitung - Klare Abläufe und feste Ansprechpartner - Einsatz je nach Stärke im Bereich Setting oder Closing - Zusammenarbeit auf selbstständiger Basis Die Vergütung erfolgt leistungsbezogen und nicht auf Stundenlohnbasis. Weitere Details zur Vergütungsstruktur werden im Bewerbungsprozess transparent erläutert. Qualifications - Freude an Kommunikation - Freundliche, klare und verbindliche Ausdrucksweise - Zuverlässige und eigenständige Arbeitsweise - Strukturierter Umgang mit Terminen und Abläufen - Interesse am Gesundheitsbereich - Mindestens 10 Stunden Verfügbarkeit pro Woche Requirements - Erfahrung im Kundenkontakt, in der Terminierung, Beratung oder Gesprächsführung - Sicherheit in schriftlicher Kommunikation als Setter - Struktur und Gesprächssicherheit als Closer - Auch Quereinsteiger mit guter Kommunikationsfähigkeit und Bereitschaft zur Einarbeitung können berücksichtigt werden. Benefits - Umfassende Schulung - Zugang zu Benefits, wie z.B. Firmenwagen, Reiseincentives und Rentenprogramm Du musst nicht alles mitbringen. Wichtiger sind für uns Kommunikationsstärke, Zuverlässigkeit und die Bereitschaft, dich in klare Abläufe einzuarbeiten. Wenn du dich im Bereich Setter oder Closer entwickeln möchtest, freuen wir uns darauf, dich kennenzulernen.

Role Description As a Customer Response Specialist, you'll be responsible for promptly addressing customer inquiries and concerns via phone, email, web messaging, or alternate channels. Your primary goal will be to provide exceptional customer service by resolving issues efficiently and ensuring a positive customer experience. This role involves using various software systems to access customer accounts, monitor and diagnose customer-specific alerts, document interactions, and escalate complex issues when necessary. Success in this position requires strong interpersonal skills, empathy, and the ability to adapt to different organizational and customer needs. In this role, you'll collaborate closely with the Network Operations Center (NOC), Technical Support Engineers, and Engineering teams to manage incidents and resolve complex issues efficiently. You'll serve as a liaison between customers and internal teams, facilitating clear communication and updates on issue resolution progress. In this role, you will be: - Correctly prioritizing cases in real-time based on existing definitions - Identifying and effectively managing crisis scenarios, including high-priority issues - Performing customer-facing incident management responsibilities - Managing break/lunch assignments to ensure adequate coverage - Effectively leveraging team members to meet SLAs in times of high volumes to minimize missed support opportunities - Promoting high NPS - Being the technical and soft skills lead, ensuring that established processes and procedures are followed - Promoting effective communication between team members - The Point of Contact for internal customer questions - Answering web messaging conversations and phone calls from customers, and managing inquiries from internal teams - Monitoring, diagnosing, and proactively communicating customer-specific alerts internally and externally Qualifications - Communicating effectively with customers regardless of their English proficiency or technical skills - Prioritizing competing inquiries to ensure all customers are serviced according to established SLAs - Simplifying technical information for easy understanding - Applying a proactive and analytical mindset to question and improve established processes and procedures - Naturally curious about exploring technical challenges and solutions - Demonstrating competent knowledge of HTML and CSS - Troubleshooting REST/SOAP APIs - Applying networking knowledge, including IP addresses, firewalls, and web filters - Using browser-based tools to troubleshoot reported issues - cache, cookies, and network tab/dev tools - Diagnosing issues using log analytics and monitoring tools - Additional skills (Plus): SQL for reading and writing queries - Additional skills (Plus): Troubleshooting in JavaScript - Additional skills (Plus): Prior experience in Leadership roles Requirements - 3+ years of experience in a technical role, support preferred - Obsession with providing an exceptional customer experience - Ability and willingness to work in shifts in a 24x7 operation, including nights, weekends, and holidays - Displays a calm demeanor in critical situations - Ability to work independently and also as part of a collaborative team - Leads by example with a strong commitment to our company values - Strives for continuous improvement and long-term success within the role and team - Excellent English language skills in written and spoken communication - Hands-on experience with front and backend application support Benefits - Health: medical, dental, and vision - Time away: 28 vacation days - Development: Generous tuition reimbursement and access to internal professional development resources - Additional: Food Vouchers - Multisport card

• Provide first-class customer support by addressing inquiries and resolving issues quickly and professionally • Guide clients through our services, ensuring a smooth and seamless user experience • Troubleshoot technical concerns and offer effective solutions • Stay up to date with our products, services, and policies to deliver accurate assistance • Record and manage client interactions in the support system for reporting and follow-ups • Partner with internal teams to resolve complex cases and continuously improve the customer journey • Contribute to the creation of support resources, including FAQs and user guides • Track and analyze support trends to recommend improvements

Provide exceptional customer service by answering inquiries, recommending tailored insurance policies, and mastering processes to ensure comprehensive client support while collaborating effectively with team members to enhance overall customer care.