Customer Service Representative

Overview

What You ll Do

• Provide clear, accurate responses to simple and complex inquiries across calls, emails, and written requests, improving understanding of eligibility, benefits, claims status, cards, certificates, and digital tools.
• Resolve customer, client, and broker issues by researching policy information and interpreting provisions to deliver effective solutions.
• Independently manage routine to moderately complex inquiries, grievances, complaints, and appeals through to resolution.
• Ensure requests and documentation are routed correctly for final processing, supporting timely outcomes.
• Maintain consistent follow-up and ownership in a high-volume environment with competing priorities.
• Contribute to a positive customer experience by communicating clearly and professionally in both Arabic and English.
• Adapt to changing workflows, shift schedules, and time-sensitive work while maintaining accuracy and service quality.

What You ll Bring

• Bachelor s degree or equivalent.
• Minimum of 1 year of customer service experience focused on analyzing and resolving customer problems.
• Experience working in a call center environment.
• Experience in the healthcare insurance industry is required; candidates from financial or banking sectors are welcome.
• Fluency in spoken and written Arabic and English.
• Ability to work rotating 24x7 shifts, five days per week, including split shifts and public holidays.

Soft Skills

• Clear and empathetic communication.
• Strong organization and time management.
• Ability to work independently while contributing positively to a team.
• Persistence and follow-through in resolving issues.
• Comfort managing change, ambiguity, and time-sensitive requests.

Technical / Functional Skills

• Ability to interpret insurance policy provisions accurately.
• Intermediate proficiency in Microsoft Office applications.
• Strong multitasking ability in a computer-based environment.
• Confidence handling high call volumes with attention to detail.
• Nice to Have
• Strong understanding of medical terminology.

Us

• Competitive salary aligned with the market.
• Multicultural and hybrid working environment.
• Private Medical Insurance.
• Employee Wellbeing Benefits.
• Educational Development Program supporting continuous learning and growth.