Call Center Agent

Insurance Company LLC - Dubai

Duties and responsibilities:

- Receive in-bound calls from customers and prospects through voice, fax, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.

- Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.

- Provide high quality customer service by handling customer service requests as defined in the Call Center Operation Manual efficiently and accurately with relevant necessary documentation.

- Provide first level support for all technical and functional queries related website and mobile application

- Migrate customers to Alternative Distribution Channels including website and mobile application.

- Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.

- Continuously learn to keep up-to-date with changes and developments to services and procedures.

- Handle light back office work related to follow-up and customer complaints.

- Maintain confidentiality of the company’s customers and data.

- Adheres to the assigned shift schedule and avoid any late attendance

- Keep abreast with the latest changes to any of the company’s procedures and new policies.

- Handle sudden rush of calls, stressful periods, and call volume pressure

Qualifications:

- University degree in any discipline from a reputable university.

- 1-2 years work experience in the Customer Service functions

- Excellent oral and written communication skills.

- Must be computer literate.

- Excellent command of the English language, Arabic is a definite plus.

- Should be a team player with an aptitude for customer service.

- Highly decisive.

- Must be service oriented.

- Candidate must be tactful and discrete when dealing with clients and must be able to handle confidential information.

- Ability to work under pressure.

Job Types: Full-time, Permanent

Experience:

  • customer relation: 1 year (Preferred)
  • call center: 1 year (Preferred)
  • customer service: 1 year (Preferred)
  • contact centre: 1 year (Preferred)

Education:

  • Bachelor's (Preferred)

Location:

  • Dubai (Preferred)

Language:

  • English (Preferred)

Work Remotely:

  • Temporarily due to COVID-19
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