⭐️What you can expect to do:

• Provide a 5-star experience to our German customers, by handling inquiries in a timely and quality manner on our support channels.
• Process pet insurance claims accurately and efficiently, ensuring compliance with our company policies and procedures in collaboration with veterinarians, policyholders, and internal teams.
• Implement, adapt, and identify areas for improvement in our claims processing and customer service procedures and make recommendations for process improvements to our Ops Team.
• Collect feedbacks from customers, identify and escalate improvements ideas to our Product Team.
• With this customer facing role, you’ll be a direct Ambassador for Dalma’s product, mission and values!

🎁 What we can offer you:

• The opportunity to be among the first to build and shape Dalma's Customer Experience in Germany. There's a lot to do and a lot to learn on various business aspects!
• Work in a dynamic and friendly environment, surrounded by passionate colleagues in Berlin and in cooperation with our French Team!
• The possibility to help build and train the rest of the Customer Care team.
• Gross annual salary : Between 32k€ and 45k€, depending on profile (fixed + variable)
• VSOP : virtual shares, as a reward for your participation in Dalma's growth
• 30 days of paid holidays 🏄🏼

🫵 Who you are :

• You have at least 2 years of experience as a vet assistant or as a claim officer for a pet insurance or in a similar position in the pet health industry.
• You are a native German speaker and fluent in English, with excellent verbal and written communication skills.
• You have excellent interpersonal skills and enjoy working in collaboration with other teams.
• You are proactive and enjoy being autonomous in your work.
• You enjoy working in a fast pace environment and know how to prioritize your work.

Bonus points if

• You already had the opportunity to implement customer support processes

👫 Our recruitment process:

• 1st call with Solene from HR, to talk about your motivation, previous experiences and get more details on the role (30min)
• A Case Study to prepare at home and a follow-up interview with Cesar and Lukas, to review the case and go a little deeper on the responsibilities and challenges (1.5 hours)
• A Teamfit with 3 members of the German and French teams, to check that there's a match in terms of company culture (1.5 hours)
• You're in 🙌