Customer Experience Agent

To serve as a front-line support to Bikmo’s German and Austrian partners and their customers. Guiding our partners through onboarding, developing long term partnerships by troubleshooting problems relating to policies, claims and account management.

Provide first-line support for Bikmo’s German and Austrian partners and their customers with queries relating to insurance policies and claims, ensuring timely, clear, and accurate responses. Act as a knowledgeable and reassuring point of contact, helping our partners and their customers understand their cover and guiding them through onboarding, claims and adjustments with confidence. Triage and escalate complex queries appropriately, maintaining full ownership of the relationship throughout.

Work closely with new partners to help them activate their Bikmo relationship and start selling insurance to their own customers. Guide partners through the steps needed to go live — from understanding the product to setting up sales processes — making activation as smooth and fast as possible. Support partners in gaining the knowledge and confidence to represent Bikmo well to their customers. Troubleshooting any set-up and account management issues and escalating to the appropriate member of the Bikmo team, maintaining full ownership of the relationship throughout.

Identify friction points and gaps in the existing experience for German and Austrian B2B partners and their customers. Proactively suggest and help implement improvements to systems, tools, and processes that create a more streamlined partner experience. Feed partner insights back into the wider business to inform product and operational decisions. Lead the onboarding of new B2B partners into Bikmo's systems, tools, and processes.