Customer Support Agent

Customer Services Assistant

We are seeking a Customer Services Assistant to join our UK Proactive Customer Service team based in London. This team is responsible for supporting Proactive customers globally who use the Response app, as well as responding to related internal requests to resolve queries or security-related concerns. As a Customer Support Assistant, you will provide support across the Client policyholder portfolio, with a primary focus on users of the award-winning Client app. You will also assist the wider Proactive team with various administrative and ad-hoc tasks that support the technical delivery of services. This role requires strong customer service skills along with the ability to communicate effectively with insureds and clients to resolve support matters. It is ideal for someone already working in customer service who is interested in entering the cybersecurity field and expanding their skills on a global platform.

Key Responsibilities and Accountabilities:

• Interact with customers to provide accurate information and respond to inquiries related to Proactive services
• Deliver professional and effective customer support, ensuring high levels of satisfaction
• Guide insureds in understanding and mitigating risks associated with their coverage
• Maintain detailed records of customer interactions, transactions, and feedback
• Communicate confidently with clients and brokers, ensuring credibility and clarity
• Provide feedback to improve the efficiency and effectiveness of customer service processes
• Develop and maintain strong working relationships with internal Proactive teams

Skills and Abilities

• Ability to work independently while also contributing to a collaborative team environment

Knowledge and Experience

• Demonstrated experience in a customer service or customer-facing role is essential