Customer Experience Specialist

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At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travelers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover, and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long‑awaited holiday, a last‑minute business trip, or an unexpected detour, we deliver in the moments that matter.

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers worldwide. Established in 1982, we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.

Travel Guard became part of Zurich Cover‑More in December 2024.

In this role you will have the opportunity to cross‑train in various service and assistance centres within Travel Guard, including selling and servicing insurance products, supporting our claims services, or providing travel assistance to our clients around the world. Within each team, you will utilize product knowledge, navigate multiple computer systems while providing top‑tier customer service. If you thrive in a fast‑paced environment, excel at multitasking, stay composed under pressure, and are passionate about learning and growth, this role could be the perfect fit for you!

• Provide exceptional customer service over the phones to our clients and travelers around the world while navigating multiple systems
• Have a keen eye for details and accurately document and capture all interactions in our case management system
• Collaborate with leadership to fine tune skillsets and apply feedback to meet role expectations
• Provide creative out‑of‑the‑box solutions using critical thinking skills to provide top‑notch customer experiences

• High school diploma or equivalent
• Advanced customer service skills and 2+ years of customer service/office experience
• Ability to remain calm and collected in a fast‑paced environment
• Exceptional verbal and written communication skills
• Effectively multi‑task and prioritise tasks
• Proficiency in Microsoft Office programs
• Ability to work 2nd shift between 12pm‑10pm, with rotating weekends

We value optimism, caring, togetherness, reliability, results‑orientation, and forward‑thinking. We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Our hybrid approach ensures you can maintain work‑life balance with the flexibility of 3 days in the office and 2 days working from home.

We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

We encourage you to take the time…