Job Description

Role Profile

Job Title:

LeakBot Customer Service Executive

Department:

LeakBot Operations

Reports to:

Global Customer Services Manager

About the company:

This role is Monday-Friday late shifts to support our customers based in the United States, the shift will be 16.30-01.00 and hybrid working will be available following successful completion of initial training period.

Ondo InsurTech Plc works with home insurers to deploy proprietary solutions to deliver sustainable risk reduction. Ondo's focus is on the global scale-up of LeakBot - an end-to-end internet of things solution which protects homes from the impact of water damage. Water damage is the single biggest cause of home insurance claims, accounting for $17bn of claims every year in the USA and UK combined. LeakBot is a patented self-install solution that connects to the home wireless network and, if it detects a leak, notifies the customer via the LeakBot mobile app and provides access to a team of expert LeakBot engineers to 'find and fix' the problem.

LeakBot partners with 11 insurance carriers - including Admiral, Direct Line Group, Hiscox, Mapfre and TopDanmark - across 5 different countries, in Europe and the USA.

In March 2022 LeakBot became the first InsurTech to IPO in London, as Ondo InsurTech Plc.

https://www.ondoplc.com/

https://leakbot.io/leakbot/

About the role:

Are you ready for a fun and rewarding job that utilises your problem-solving skills in a challenging and fast-paced environment?

We are looking for a talented customer service executive to join our dedicated team and provide the exceptional customer service that is the foundation of our company.

You will be supporting end users with leak alerts, booking and managing engineer appointments and troubleshooting issues with the hardware and app as well as interacting directly with operating systems, hardware, and software.

We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals. You can enjoy the satisfaction of using your particular skills to help people while working in a positive and encouraging environment.

PRINCIPAL ACCOUNTABILITIES:

Managing customer queries relating to the LeakBot device and app Managing customer interaction in the event of a leak alert Managing the process of booking jobs and taking payment where needed Managing scheduling and interaction with the LeakBot engineer network Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction. Utilise the CRM system to manage support for customers, collect appropriate MI at each stage of the customer journey and to report issues to the Product & Technical teams. Providing feedback on the overall customer journey and functionality of the LeakBot device.

About you:

To be successful in this role you will need to have the following knowledge, skills and attributes:

Essential:

At least 2 years or more current experience in a technical customer support role Strong customer management and communication skills Experience of working with tech products in a customer services environment Working knowledge of Apple and Android operating systems Good planning and analytical skills A positive and pro-active attitude Having the ability to quickly identify problems, form solutions and execute step by step troubleshooting procedures The candidate must also have the DNA of an innovator, being adept at questioning, observing, associating, networking and experimenting

Desirable:

Experience of plumbing and heating systems within a domestic environment Experience of dealing with financial services / insurance products

Our people behaviours:

You will be a role model of our values and behaviours:

Dare to care

Be known for what you do, not what you say Be proactive, supportive, help and encourage others Have a positive attitude to work and to your colleagues
Do the right thing

Be open and honest Be respectful: treat others as you would like to be treated Deliver on your promises
Own it

Never look the other way Find solutions and turn negatives into positives Take personal ownership and responsibility to make things happen
Always improve

Embrace change and new ways of working Put forward suggestions and new ideas Look for learning opportunities and new experiences
Win together, trust each other

Share knowledge and expertise with colleagues Build strong relationships with colleagues across the business Value the experience and opinions of others
Job Type: Full-time

Pay: 25,000.00-28,000.00 per year

Work Location: Hybrid remote in Birmingham B69 4SH