HUB Customer Service Claims Representative [Bilingual French/English]

Job description

At Asurion, we help people protect and stay connected to what matters most. As a Customer Service Claims Expert, you'll be a trusted partner for customers by delivering outstanding service, guiding them through the claims process, and providing solutions that make a difference. In this role, you will assist customers with their protection claims, answer questions about their coverage, and ensure each interaction is handled with empathy, professionalism, and efficiency. You'll take ownership of every customer's conversation, resolve concerns, and create a seamless experience from start to finish. We're looking for individuals who are passionate about helping others, communicate confidently, thrive in a fast-paced environment, and are motivated to deliver exceptional customer experiences while driving results. If you enjoy building relationships, solving customer concerns, and making a meaningful impact every day, this is the opportunity for you The Customer Service Expert is responsible for acting as a liaison between customers and the Company. Provide product/services information and resolve any emerging problems that customers might face with accuracy and efficiency HUB Customer Service Claims Representative [Bilingual French/English] Are you dedicated to providing exceptional customer service and driven to get results? Join Asurion’s front line support team today as a Customer Service Claims Expert! Customer Service Claims Expert At Asurion, we help people protect and stay connected to what matters most. As a Customer Service Claims Expert, you'll be a trusted partner for customers by delivering outstanding service, guiding them through the claims process, and providing solutions that make a difference. In this role, you will assist customers with their protection claims, answer questions about their coverage, and ensure each interaction is handled with empathy, professionalism, and efficiency. You'll take ownership of every customer's conversation, resolve concerns, and create a seamless experience from start to finish. We're looking for individuals who are passionate about helping others, communicate confidently, thrive in a fast-paced environment, and are motivated to deliver exceptional customer experiences while driving results. If you enjoy building relationships, solving customer concerns, and making a meaningful impact every day, this is the opportunity for you The Customer Service Expert is responsible for acting as a liaison between customers and the Company. Provide product/services information and resolve any emerging problems that customers might face with accuracy and efficiency. Key Accountabilities - Manage large amounts of incoming calls, chats, and emails. - Identify and assess customers’ needs to achieve satisfaction. - Build sustainable relationships and trust with customers through open and interactive communication. - Provide accurate, valid, and complete information by using the right methods/tools. - Meet or exceed client metric obligations. - Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution. - Keep records of customer interactions, process customer accounts, and file documents. - Follow communication procedures, guidelines, and policies. - Take the extra mile to engage customers. - Perform other duties, special assignments, pilot activities, cross-skilling opportunities, and business-critical tasks as assigned to support changing operational and customer needs. Here is what will make you a great fit for the team: - Strong written and verbal communication skills in both French and English, with excellent telephone etiquette. - Acts with Integrity by consistently complying with operational processes, policies, and quality standards, and demonstrates Divine Discontent by identifying opportunities to refine processes, improve execution, and deliver better customer and business outcomes. - Strong attention to detail while multitasking with speed and accuracy. - Approaches complex problems with a logical mindset seeking the most efficient solution available. - Dedication to troubleshooting problems and finding a resolution. - Listen to the customer with an intentional focus on truly understanding their situation and concern, not just hearing their words but understanding what you need to do to resolve the issue. - Ability to display a high level of empathy, patience, and resilience when assisting others through technical issues - Flexibility to adapt to the needs of the customer, the business, and your team. - Existing knowledge of technology or willingness to learn and able to keep up to date with changes, particularly in the device protection/consumer home technology space. - Demonstrate emotional resilience and exhibit a “can do - challenge accepted” positive and results-focused attitude. - Demonstrates good judgment by independently assessing situations, evaluating available information, and making thoughtful and confident decisions. - Takes ownership of customers' problems, take control of the call, and assure them that they are experts to find a solution. Asurion ConfidentialAsurion Confidential Qualifications Education: Minimum high school diploma or equivalent (required) Language: Strong French and English-speaking skills (required) Experience (PHL): - Minimum of two (2) years of experience in a voice-based customer service role, with email and/or chat support experience, considered an advantage. - Able to understand the different accents and able to speak clearly using a neutral accent. - Excellent online communication skills including spelling, grammar, tone, and professionalism. - Strong teamwork skills