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Customer Care Specialist (Russian speaking)



Customer Service
Tallinn, Estonia
Posted on Wednesday, June 5, 2024

Cachet is looking for a Customer Care Specialist. This is the opportunity to participate in changing one of the oldest industries: insurance. But not only - Cachet is connecting insurance with top-notch data and technology to create fair and flexible services. Platform Gig economy is our jam and building solutions to advance it is very much our passion.

Cachet Pattern & Score and our data edge are the basis of everything we do.

Cachet technology products like Mobility and Verify are built to support businesses to think less about everyday nuisances and more about value creation.
Cachet insurance products are built to support those in the platform economy living flexible lifestyles - we use our data, tech, and insurance solutions to make sure they are taken care of.

As a Customer Care Specialist you will be working with Estonian and Latvian clients, therefore fluency in Russian, English and Estonian is a must have for this role.
You will belong to the Customer Success team together with other Customer Care Specialists and team lead - the team will mentor and support you in all customer success process cycles. We do not expect you to have an insurance background and are ready to train you during the first months.

Cachet’s HQ is located in Tallinn, Estonia and we enjoy hybrid working. Our team is 20 people strong.

If you can’t work full-time, please don’t let that keep you from applying, send in your resume and state that in the application!

This is a fixed term role (parental leave substitute) with a potential to become permanent as Cachet is growing in the market.

What will you do?

  • Provide exceptional customer support to Russian-, Estonian- and English-speaking clients, addressing inquiries, resolving issues, and ensuring customer satisfaction.
    • Service clients from Monday to Friday via Intercom calls, support chat and email including:
      • Solve technical issues with the help of the development team;
      • Customer assistance in purchasing, changing and cancelling policies;
    • Sending reminders to policyholders in arrears.
  • Own the process of customer retention and renewal offers reminder calls.
  • Communication with insurance companies to resolve customer issues.
  • Serve as a subject matter expert on insurance topics in Estonia and Latvia, assisting customers with policy-related questions and clarifications.
  • Collaborate with cross-functional teams to optimise customer experience and product enhancements.
  • Proactively identify opportunities to improve processes and enhance service delivery together with the Customer Success team.
  • Maintain accurate records of customer interactions and contribute to knowledge base development.
  • Stay updated on industry trends and regulations to provide informed assistance to customers.
  • Keep your insurance training up to date at all times.

What do we expect from the candidate?

  • Fluent proficiency in Russian, Estonian and English, with excellent communication skills both written and verbal.
  • Experience in customer support or similar roles.
  • Quick learner who is adaptable to dynamic situations.
  • Diligent and detail oriented.
  • Strong interpersonal skills and a customer-centric approach to problem-solving.
  • Ability to work independently, manage time efficiently, and prioritise tasks effectively.

Nice to have:

  • Experience in insurance
  • Previous experience in customer service