English Speaking Customer Care Specialist

<h3><strong>About Marshmallow</strong></h3><p>We exist to make migration easy.</p><p>A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the <em>why</em>, dismantle assumptions, and always take action to build a better way.</p><p>A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.</p><p>If life at Marshmallow sounds like it could be for you, explore our<a href="https://drive.google.com/file/d/1tFtKFC_dB01zOSATg_o0xUGGWEVNpmqT/view?usp=sharing" rel="noopener noreferrer" target="_blank"> Culture Handbook</a> to find out more.</p><p>Move our mission, and your career, forward.</p><h3><strong>The Claims Team</strong></h3><p>Most claims teams move slowly. Processes, sign-offs, and outdated systems get in the way of good decisions. At Marshmallow, we move faster. We’re commercially strong, tech-powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers.</p><p>We look for people with deep expertise who are restless for a better way of working. If you’ve ever felt held back by bureaucracy, you’ll find the autonomy, pace, and stretch at Marshmallow that let you do your best work — and keep learning as you go.</p><p></p><h3><strong>What you'll be doing</strong></h3><ul><li><p>Providing outstanding service when a customer makes a motor claim over the phone with Marshmallow, ensuring their needs are taken care of sensitively and effectively (e.g. liaising with our partners to ensure a seamless customer experience)</p></li><li><p>Collecting and recording accurate details from our customers, and asking questions to get a full and clear understanding of the circumstances of the claim</p></li><li><p>Verifying and monitoring claims received digitally, and following up with customers to ensure their needs are taken care of</p></li><li><p>Comparing/validating information given by customers, and being alert to fraud concerns to ensure only genuine claims are progressed (escalating where necessary to our specialist fraud team)</p></li><li><p>Using liability assessment tools and case law to help establish liability</p></li><li><p>Proactively spotting patterns in the frustrations or hopes of our customers and third parties, identifying where and how we can change our processes, tools or product to make them happier</p></li><li><p>Using your initiative as well as various tools/databases to locate driver contact details</p></li></ul><p></p><p>Due to the nature of the role, some ‘out of hours’ work will be required. You will work a maximum of 40 hours per week, including evenings and weekends. You will work 1 week of ‘late’ shifts (12pm-9pm, Monday - Friday) followed by 2 weeks of normal shifts (10am-7pm). You will also work 1 weekend out of 3, with time off in lieu.</p><p></p><h3><strong>Who you are</strong></h3><ul><li><p>You are naturally empathetic and can put customers at ease during stressful situations</p></li><li><p>You have a polite and welcoming telephone manner</p></li><li><p>You are a quick learner and embrace change</p></li><li><p>You are organised and can be relied upon to get things done</p></li><li><p>You always seek ways to improve our processes</p></li></ul><h3> </h3><h3><strong>What we're looking for from you</strong></h3><ul><li><p>Excellent written and verbal communication skills</p></li><li><p>You will have experience in a customer facing role and know what brilliant customer service looks like</p></li><li><p>A solutions-focused mindset who always has the customer best interest at heart</p></li><li><p>Desirable: knowledge of motor claims processes</p></li><li><p>Desirable: experience dealing with customers that are vulnerable, aggrieved or distressed</p></li></ul><h3> </h3><h3><strong>Perks of the job</strong></h3><ul><li><p><strong>Flexi-office working –</strong> Spend at least 2 days a week with your team in our Budapest office. The rest is up to you! 🏠</p></li><li><p><strong>Learning and development –</strong> Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓</p></li><li><p><strong>Mental wellbeing support –</strong> Access therapy and mental health sessions through Oliva 💚</p></li><li><p><strong>Competitive bonus scheme</strong> - designed to reward and recognise high performance 🌟</p></li><li><p><strong>SZÉP card -</strong> Budget to spend on meals, leisure and accommodation 🏝</p></li><li><p><strong>Sabbatical Leave -</strong> Get a 4-week fully paid sabbatical after being with us for 4 years 🌴</p></li><li><p><strong>Work From Anywhere -</strong> 4 weeks work from anywhere to use, with no need to come to the office ✈️</p></li><li><p><strong>Medicover</strong> <strong