[Hiring] Care Expert @Alan

Role Description

Taking care of our clients is at the heart of our business. Our User Care Experts are on the frontline to answer our members (via chat, email and phone), solve their problems and offer an amazing customer experience.

• Your first mission will be to deal with our members' requests in a meaningful, delightful and timely manner.
• Your goal is to be transparent, accurate, clear and helpful to our members.
• As a User Care Expert, you’ll also have the opportunity to work on projects next to answering our members.
• We expect you to help us implement better processes and tools, and to contribute to improving our product.
• This will involve analysing what you see, identifying areas for improvement and making suggestions on what we can do better.
• You will become an expert in healthcare and insurance, and help new members of the great healthcare team.
• You will be involved in building, nurturing and enhancing our care team on a daily basis.

Qualifications

• 2+ years of experience in a customer-support role, education, or communication.
• Bilingual in English + Dutch or English + French.
• Passion for caring for members and solving their problems.
• Love for written communication.
• Comfortable with computers and technology in general.
• Very empathetic mindset.
• Motivated and entrepreneurial.
• Enthusiasm for teamwork, learning, and teaching.
• Bonus points if you know how the Belgian healthcare system works.

Requirements

• This opportunity is for full-time positions.
• Within the A2-B1 level range.
• Insurance agents in contact with the public must pass a basic insurance knowledge test within their first year of exercise (some exemptions apply).

Benefits

• Fair rewards with generous equity packages complementing your base salary.
• Flexible office options: amazing office space at our HQ in Paris, sponsored co-working hubs in Ghent, Brussels or Antwerp, or a full-remote experience with home office equipment sponsorship.
• Top of the range equipment: MacBook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
• Flexible vacation policy and working hours.
• Extremely comprehensive health insurance - 100% for you and your children, 90-100% for partners depending on your country (permanent contracts only).
• Green mobility budget for transport (for Senior level Alaners).
• Highly flexible training policy, free books, and budget to attend and speak at conferences.
• Personal growth through coaching: every Alaner is paired with a dedicated coach from day one.
• Extended parental leave for all new parents.