Customer Care Specialist

Heymondo is a rapidly growing travel insurance company known for our dynamic and collaborative work environment. We value the opinions and efforts of all our team members, fostering a culture of learning, growth, and hard work. We are seeking a highly customer-focused and detail-oriented Customer Care Specialist to champion the customer experience across our digital products, ensuring that every interaction aligns seamlessly with our company’s mission: making life easier for travelers.

In this role, as a Customer Care Specialist, you will play a key role in providing exceptional support to our customers and ensuring their needs are met efficiently and effectively.

You'll be responsible for handling customer inquiries, resolving issues, and delivering personalized solutions, while consistently representing our brand with professionalism and empathy.

Your focus will be on providing timely responses, maintaining a high level of customer satisfaction, and collaborating with internal teams to ensure a seamless experience from initial contact to issue resolution. You will be the voice of the customer, ensuring that feedback is communicated to relevant teams to drive improvements and enhance our products and services.

Ready to make a difference, one customer at a time?

Mission :

Deliver exceptional customer service by providing timely, accurate, and personalised support. Focus on resolving customer inquiries efficiently, reducing response times, and continuously improving the customer experience to uphold the highest standards of service and satisfaction.

Key activities / responsibilities to perform :

• Ensure customer satisfaction and provide professional customer support.
• Know our products inside and out to understand customer needs and recommend solutions.
• Discuss with customers across different channels and provide information on our products and services.
• Engage customers proactively and take the extra mile to ensure satisfaction.
• Offer information about coverage and pricing to prospective customers.
• Respond promptly to customer inquiries.
• Provide feedback to management on the efficiency of customer service tools, new customer needs, and ways to enhance our website/app value proposition.
• Liaise with other departments and support them as needed.

Claims Support :

Collect all necessary customer information to open claims with the insurance company, follow up on open cases, and resolve claims, doubts, and incidents for our travelers.

Requirements :

• Bilingual: Native-level Spanish skills required, with English as a plus.
• At least 3 years of experience in a similar role (Remote Customer Care in Travel and/or Insurance industry).
• Ability to multitask across email, chat, and voice channels.
• Medium-level computer skills.
• Effective verbal and non-verbal communication skills.
• Friendly demeanor and willingness to assist others.
• Ability to work efficiently in a fast-paced environment.
• Critical thinking and problem-solving skills.

Schedule :

Full-time, 37.5 hours per week, Monday to Friday. 100% remote, with an optional onsite office near Torre Agbar in Barcelona.

Office Location :

Barcelona

Our value proposition :

• Indefinite contract
• Opportunity to grow with Heymondo
• Competitive salary plus performance-based variable
• Flexible, positive work environment