Customer Service Officer - Insurance Commercial Lines

About This Role

Transguard Workforce Solutions is the UAE’s leading provider of unique and innovative HR solutions. With a decade of experience in the region and a team that possesses extensive knowledge of the market, we provide a fully integrated HR solution.

We are currently recruiting for an Customer Service Officer - Insurance Commercial Lines for our client to be based out of their Dubai office.

Job purpose

Receive and process customer requests, enquiries and complaints relating to Insurance products and services. Ensure delivery of high quality service to customer in issuance of documents like policies, endorsements, certificates to the customers/brokers etc. in compliance with company’s set policies and procedures.

Requirements

• Perform the day-to-day operations of Customer Services team, under the supervision of the Assistant Manager – Commercial Lines, to ensure that work processes are implemented as designed and comply with established standards and procedures.
• Ensure that work processes are implemented as designed and comply with established standards and procedures.
• Participate in team meetings and contribute ideas for continuous improvement.
• Receive, evaluate submissions on new and renewal business within authority
• Ensure consistent, accurate and high quality customer service for all types of transactions for all the services.
• Deliver the service according to predefined SLAs
• Monitor inflow and outflow of business requests and ensure they are handled according to company quality standards.
• Key-in information and complete the new business transactions.
• Adjust information and complete the endorsement transactions.
• Complete the transaction referred from Branch’s front desk.
• Respond to customer requirements in the appropriate timescales, in order to meet customer expectations.
• Receive customer complaints and resolve them in a timely manner to the satisfaction of the customer or provide a reasonable and acceptable explanation based on company policy.
• Escalate matters to the Supervisor if necessary.

Requirements

• 0 to 2 years of customer service experience in GCC countries with good knowledge of insurance procedures.
• University graduate
• Knowledge of concepts of customer service/ Operations
• Knowledge of intermediate level skill in Excel and well familiar with Pivot reports and data cleansing and transformation tools such as , vlookup , sumifs in excel.
• Functional knowledge of other Microsoft Office packages word and powerpoint.
• Organizational skills
• Excellent verbal and written communication skills
• Sound knowledge and experience in technical aspects related tom Insurance policies and/or Operations