Phone Support

Cover Genius Pty Ltd

Support Specialist - Hybrid Voice & Operations

JD

About the Role

This role sits within a high-performance Customer Support Hub serving Tier-1 enterprise partners with strict regulatory and service expectations.

You will deliver professional, white-glove voice support as the primary function, while also executing chat, back-office, and email work during non-call time to maintain full utilisation.

This is not a volume call-centre role. It requires sound judgement, composure under pressure, and the ability to operate confidently across multiple workflows in real time.

Only candidates with demonstrated excellence in live customer support should be considered.

Core Responsibilities

Enterprise Voice & Chat Support (Primary)

• Handle inbound phone and live chat enquiries with clarity, confidence, and empathy

• Explain processes and decisions without scripts

• Maintain control of complex conversations, including escalations

Hybrid Operations Execution (Core Utilisation Model)

• Actively process work during non-call periods, primarily:

• Back-office operations (claims administration, triage, manual filing)

• Email support

• Provide live chat support when required to balance demand

• Transition seamlessly between voice, admin, and written channels based on real-time needs

Operational Excellence

• Maintain exceptional accuracy in Zendesk and case records

• Follow SOPs, compliance rules, and escalation paths without deviation

• Meet or exceed SLAs, QA benchmarks, and productivity expectations across all assigned channels

Collaboration & Escalation

• Escalate complex, sensitive, or out-of-scope cases to the client’s internal Claims and Complaints teams. The Support Specialist does not make final decisions on claim outcomes.

• Exercise sound judgement on when to resolve vs escalate

Mandatory Experience & Capability Candidates must demonstrate:

• 3+ years experience in live phone support in a high-trust or regulated environment

• Native or near-native English (verbal and written)

• Fluency in at least one European language:

• German, French, Italian, or Spanish

• Demonstrated ability to:

• Handle complex voice interactions calmly

• Execute written work (email/admin) with speed and accuracy

• Switch context between tasks without quality loss

• Strong reliability record and attendance discipline

Candidates who cannot demonstrate consistent excellence in voice delivery and operational execution should not proceed.

Preferred Differentiators

• Experience in insurance, financial services, travel, or enterprise support

• Prior exposure to hybrid or utilisation-driven operating models

• Comfort working against SLA and QA targets across multiple workflows

Core Competencies

• Executive-level verbal communication

• Strong written accuracy

• High cognitive load tolerance

• Structured problem solving

• Resilience and emotional control

• Strong process discipline and learning agility

Performance Standard

• Consistently exceed enterprise voice quality standards

• Maintain productive output during all non-call periods

• Achieve QA benchmarks without rework

• Contribute to a stable, predictable service operation

Critical Hiring Instruction

This is a hybrid utilisation role. Voice quality is a gate, but sustained performance in back-office and email execution is mandatory. Seats should remain unfilled rather than compromise on either.