Listen. Understand. Resolve.
A profile of Sympany’s Customer Service
On the phone, by email or in a chat, our employees are there for you from Monday to Friday, to answer your questions, provide clarity and ensure that you feel in good hands with us.
What drives our employees and what a typical working day in Customer Service is like – take a look behind the scenes.
Here’s how we’re there for you
Do you have a question about your invoice? Do you need assistance with insurance benefits? Or do you have a query regarding your insurance? Then we’re happy to help.
Sympany Customer Service is your first point of contact for all questions regarding your insurance. We listen to you, take time to address your concerns and work with you to find a suitable solution. We work closely with our specialists to ensure that you receive the support you need, quickly and competently.
Our aim is simple – we want you to feel in good hands with Sympany at all times. We are personally committed to this. That’s because your queries are important to us.
Behind every contact there is a person
We also rely on artificial intelligence, automated processes and more when it comes to Customer Service. However, we always need to be aware that: behind every call, email or message in mySympany is a person with individual stories and needs.
So what makes for good Customer Service? Above all, the people behind it. Two employees talk about how they support customers in their daily lives and why their work is important to them.
Arbnore Krasniqi
- Position: Customer Consultant in Customer Service
- At Sympany since: June 2023
Arbnore, how did you get into the insurance business?
My professional career originally began in a completely different branch of industry: retail. Even back then, it was the direct contact with customers that I really enjoyed. Later, I had the opportunity to join the field service with an insurance company and thus work in an even better advisory capacity. I didn’t hesitate long – and I never regretted taking the step. In insurance, you meet a wide range of people. Hearing their stories, getting to the bottom of their needs together and working out solutions is exciting every time. I also find it a very fulfilling job. I’ve been working at Sympany for just over three years.
What motivates you?
What motivates me particularly is the direct contact with all sorts of people. I’m delighted when I can help customers and come up with a comprehensible solution even in complex situations. It’s particularly gratifying when a conversation ends on a positive note for both sides.
What does customer focus mean to you?
For me, customer focus means listening, showing understanding and finding a clear and helpful solution for every concern.
Thomas Steffen
- Position: Customer Consultant in Customer Service, specialist area Benefits
- At Sympany since: January 2024
Thomas, how did you get into the insurance business?
After my employer relocated its marketing department abroad, I ended up at Sympany as a career changer in Customer Service. After a short time with another insurance company, I was able to join the Benefit Management team again in January 2024 and have never regretted coming back!
What do you do for policyholders?
As the first point of contact for our policyholders, I always try to listen to their enquiries and take every concern – regardless of the content – seriously and deal with it to achieve the desired outcome.
What does a typical working day look like for you?
No two days are the same. However, many tasks are a regular part of my daily work:
| 8 a.m. to 12 noon |
Checking enquiries, writing initial emails to customers, making phone calls Specialist assessment with the responsible service area for specific enquiries If necessary, case review with the team leader, handling callbacks in a foreign language (many policyholders have Spanish as their mother tongue, for example) Processing complex enquiries |
| 12 noon to 1 p.m. | Lunch break with colleagues |
| 1 p.m. to 5 p.m. | Processing further enquiries |
| 5 p.m. | Looking back on the day and looking forward to the end of the working day … |
Good service is part of our DNA. As is coffee.
An open ear, customer focus and sometimes even a good cup of coffee – this is all part of our Customer Service team’s daily work. After all, anyone who deals with numerous enquiries every day knows how important it is to take a short break. Of course, this doesn’t alter our commitment to finding the right solution for our customers.
“Our team drinks so much coffee that we would probably pass as a small barista crew – but the difference is that rather than cappuccino, we mainly serve up solutions for our customers.”
You can never have enough solutions, but what about coffee? How many cups a day are recommended? Read our health tip.
