Customer Support Specialist

Job Description

Job Summary :

The Customer Support Specialist will be responsible for providing exceptional service to internal and external customers by addressing inquiries, resolving issues, communicating updates and outages, and ensuring overall customer satisfaction for Chubb Worldview, an online portal servicing Chubb Major Accounts customers. Reporting to Worldview Team Leader, this role involves communicating via phone and email, troubleshooting problems, and maintaining accurate records of customer interactions. Additionally, this role will assist in supporting the day-to-day operational activities associated with key systems within Major Accounts.

Key Responsibilities :

• Provide support to internal and external clients on a wide variety of possible issues with moderate to little supervision - excellent problem-solving skills are a must.
• Identify and resolve customer issues efficiently and professionally. Respond promptly to customer inquiries via phone and email. Follow up with customers to ensure resolution and satisfaction.
• Help customers resolve and understand technical issues by providing explanations in a non-technical manner.
• Notice patterns and trends in application support issues and escalate issues as needed
• Track help desk statistics and create reports for management.
• Assist with creation of training and external marketing materials. Provide product and service information to customers.
• Provide system demos to internal and external customers.
• Assist with business requirements writing and reviews for new enhancements / updates
• Conduct user testing (UAT) and reviews for new enhancements / updates - Including documenting testing and user guide materials and / or presentations.
• Contribute to team goals and support continuous improvement initiatives

Qualifications

Why Join Us?

At Chubb, we are committed to delivering exceptional service to our clients. As the Customer Experience Lead, you will play a pivotal role in shaping the future of customer experience across Major Accounts, driving innovation and creating lasting value for our clients. This is an exciting opportunity to work alongside industry leaders and make a meaningful impact in a dynamic, fast-paced environment.

About Us

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.