Contact Center Agent
Role Overview
IIQAF Group seeks a customer-focused Contact Center Agent to support insurance customers in Dubai.
The role handles calls, inquiries, policy information, customer service requests, and accurate record keeping.
The stated employment type is full-time.
Key Skills for This Role
Full Job Posting
Job summary
IIQAF Group seeks a customer-focused Contact Center Agent to support insurance customers in Dubai.
The role handles calls, inquiries, policy information, customer service requests, and accurate record keeping.
The stated employment type is full-time.
Key responsibilities
- Handle inbound and outbound calls about insurance inquiries, policies, and service requests.
- Explain coverage, premiums, renewals, documentation, and policy procedures.
- Respond to questions about applications, status, endorsements, cancellations, and renewal requirements.
- Assist with claims inquiries and coordinate updates with the claims department.
- Contact customers about renewals and explain the relevant procedures.
- Record interactions, complaints, and resolutions in the CRM system.
- Follow up on requests and direct issues to the appropriate team.
- Resolve complaints where possible and escalate complex cases.
- Follow up on quotations, missing documents, customer feedback, and outstanding requests.
- Explain insurance processes clearly and professionally.
Qualifications and requirements
- High school diploma or equivalent.
- A diploma or bachelor's degree in business administration, insurance, finance, or a related field is an advantage.
- Relevant contact center, customer service, insurance, or client support experience is preferred.
- Insurance policy, renewal, premium, and claims knowledge is desirable.
- Clear verbal communication, telephone etiquette, listening, problem-solving, complaint handling, and customer relationship skills.
- CRM, call center systems, email, and Microsoft Office familiarity is preferred.
- Ability to manage inquiries, maintain accurate records, and follow service procedures.
- Good command of English; Arabic or other additional languages are an advantage.
Salary
- AED 6,500–7,500 per month.
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