Customer Care

#LI-Hybrid.

Hey

I am Paula, the recruiter for this role. I love traveling, especially to international destinations, and sushi is my favourite food. Additionally, I enjoy flamenco fashion and dancing sevillanas. As you can see, enthusiasm and diversity are part of my daily life. Lovely to meet you

Perhaps this is the 10th Job Description you read today, sitting on your couch with Netflix playing in the background, or contemplating your life planning to refresh your career. I am sure by now all offers look the same.

I will be honest with you, at Zurich we do not claim to be perfect, but we are pretty cool If you want to know why, keep reading

But first, THANK YOU for showing interest in our company. We know that a job search can be challenging, but don’t worry, what goes around comes around

**Let’s get straight to the point** I will try to sum up **our DNA** in 2 essential points:

- We love volunteering but we prefer to be Change Activists. What does that mean? We focus our efforts in helping youths in risk of social marginalization and fighting climate change by reforesting parks or woods in Madrid and in the Doñana Forest. In 2024, we did more than 20,000 hours of activism.
- At Zurich we say it loud and clear: We are proud of our colors, we believe that a diverse and inclusive team makes the difference. We don’t discuss disability, we discuss capability **We want you to be yourself**, without closets in between or glass ceilings making you fragile. 50% of our high responsibility positions are occupied by women (including our Executive Committee). Do you know that we produce our own podcasts about gender identity? We are building a company were everyone is welcome

**At this point you might be asking yourself: Paula, how will be my day to day wearing the blue sweater? I asked that question too.**

Zurich Resilience Solutions (ZRS) was launched in 2021 to support our commercial customers to enhance resilience in a rapidly changing world. We do this by offering risk prevention and mitigation services to proactively manage complex risks.

One of these services is Zurich’s Climate & Sustainability Solutions (C&SS), provided by ZRS’ team of specialists to help both customers and our business partners analyse and understand natural hazards
- and climate change-related physical and operational risks, with the goal of developing risk management response measures.

Your role would be to act as the first point of contact for customers purchasing a new digital B2B product, offered in a Software-as-a-Service model; with responsibilities ranging from support process definition to actively managing the processes after release.

**Key responsibilities**:
**During Project Development**:

- Participate in the development of customer support strategies and policies
- Create and maintain operational support documentation such as FAQs, user guides, and manuals
- Provide feedback to the development team on customer issues and feature requests
- Assist in the creation of support metrics and KPIs to track customer satisfaction and support effectiveness

**After the Product is Live**:

- Responsible for information requests and complaints management - Troubleshoot and resolve customer issues by identifying the root cause of the problem and providing a solution
- Escalate complex issues to the appropriate department or team member, and follow until successful closure to close the loop with customer
- Document customer interactions and resolutions in a CRM system
- Continuously improve support processes and procedures to enhance the customer experience
- Collaborate with cross-functional teams to identify product issues and suggest improvements
- Monitor and report on customer satisfaction metrics and KPIs to the management team
- Responsible for structured customer feedback collection and organization of processes (e.g., run NPS -type questionnaire)
- Regular exchange with Product Owner on future functionality development and new releases, and the commercial team to provide insights for advertising and sales efforts
- Upon commercial success, be open to building up and leading an international customer care team

If you want to take the opportunity to support a new digital product release, be the main contact to our customers, be part of a fast growing, ambitious and international team, with a high collaboration mindset, this role is made for you

**How do you know you fit in? I’ll explain**:
Don’t worry, we are not asking you to save the planet or meet 100% of the requirements.
- Customer care and support background with + 5 years practical experience, preferably in B2B environment, covering SaaS products. Experience in the Environmental, Social, and Governance (ESG) solutions fields is a plus
- Strong communication skills - the ability to communicate complicated concepts in a clear and compelling manner to our customers and internal stakeholders of various levels of technical proficiency
- Strong relationship ma