Customer Service Representative - Insurance

About the Company

IIQAF Group, operating within the insurance sector in Dubai, United Arab Emirates, is seeking a dedicated Customer Service Representative to strengthen their team. This role demands professionalism and a customer-centric approach to effectively manage policy-related inquiries and deliver comprehensive insurance support.

Key Responsibilities

• Handle customer inquiries using multiple communication channels including phone, email, and live chat.
• Deliver precise information regarding insurance policies, premiums, claim procedures, renewals, and endorsements.
• Support clients through the processes of policy applications, renewals, cancellations, and account modifications.
• Address and resolve customer complaints efficiently and professionally.
• Ensure positive client experiences throughout the policy lifecycle by maintaining strong service standards.
• Coordinate with teams from underwriting, claims, finance, and operations to fulfill customer requests.
• Maintain well-organized customer data via CRM and insurance management software.
• Verify and process policy documentation accurately.
• Educate customers about available insurance products and services to enhance awareness.
• Adhere strictly to company policies, service guidelines, and regulatory requirements.
• Monitor customer satisfaction and participate in continuous service quality improvements.
• Achieve key performance indicators related to response times and service quality.
• Escalate complex issues appropriately within the organization.
• Protect the confidentiality of customer and policy information.
• Foster strong client relationships to improve loyalty and customer retention.

Qualifications and Skills

• Possesses a Bachelor's degree or diploma in Business Administration, Insurance, Finance, Marketing, or a related discipline.
• Prior experience in customer service roles specific to insurance or related sectors such as banking or financial services is strongly preferred.
• Understanding of insurance policy management, claims handling, and customer support processes is beneficial.
• Excellent command of English, both written and spoken; additional proficiency in Arabic, Hindi, or Urdu is advantageous.
• Competent in Microsoft Office applications and CRM platforms.
• Strong problem-solving, organizational aptitude, and interpersonal skills are essential.
• Able to thrive in a dynamic, goal-oriented environment.

Benefits and Additional Details

• Competitive monthly salary ranging from AED 7,000 to AED 7,500.
• Incentives based on performance metrics.
• Comprehensive medical insurance coverage.
• Paid annual leave entitlements.
• UAE employment visa facilitation.
• End-of-service benefits aligned with UAE Labour Law.
• Access to professional training and opportunities for career progression.
• Supportive and collaborative workplace culture.