CX Ambassador
Role Overview
Customer Support Agents are the first point of contact across calls, live chat and email.
Handle motor insurance enquiries from quote through policy issuance, resolve service requests and own cases through closure.
The role involves customer data and policy decisions; accuracy and sound judgment are important.
Key Skills for This Role
Full Job Posting
About Shory
Shory is a licensed UAE insurance broker regulated by the Central Bank of the UAE.
The company aims to simplify buying and managing motor insurance.
About the role
Customer Support Agents are the first point of contact across calls, live chat and email.
Handle motor insurance enquiries from quote through policy issuance, resolve service requests and own cases through closure.
The role involves customer data and policy decisions; accuracy and sound judgment are important.
What you will do
- Handle inbound calls, chats and emails and resolve enquiries at first contact where possible.
- Guide customers through quotes, purchases, policy transfers, endorsements, cancellations and refunds.
- Verify customer and policy details before account actions and record complete, accurate CRM case notes.
- Follow up on open cases and update customers until requests are resolved.
- Escalate cases appropriately and hand over to specialist or back-office support when needed.
- Meet quality, productivity and customer-satisfaction targets; apply feedback and contribute to service improvements.
Qualifications
- High school certificate or equivalent; a diploma or bachelor's degree is preferred.
- 1 to 3 years of contact centre or customer-facing experience.
- Strong spoken and written English and Arabic.
- Comfortable supporting customers by voice, chat and email in a fast-paced environment.
- Accurate and detail-oriented, with disciplined verification and data-handling practices.
- Able to stay composed with difficult customers, take feedback and apply it.
- Confident with digital tools and able to find answers quickly in a knowledge base.
- Available for rotational shifts, including evenings, weekends and public holidays.
- Insurance knowledge is advantageous but not required; full product and systems training is provided.
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