Call Centre Agent

Tanqeeb; Sharjah; On-site; AED 78,000 - 123,000; Part time

Job summary

Tanqeeb in the UAE is seeking an experienced Call Centre Agent for our insurance team. You will handle inbound and outbound calls, answer policy questions, assist with claims, and provide courteous service to customers.

The role requires 3–5 years in a call centre or customer service within insurance, fluency in Arabic, English and Hindi, and strong communication skills. You will collaborate with Claims, Underwriting, Sales and Finance to resolve issues.

Qualifications

• 3–5 years of experience in a call centre/customer service role within the insurance industry.
• Fluent in Arabic, English and Hindi – both spoken and written.
• Excellent verbal and written communication skills.

Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer enquiries related to insurance policies, coverage, renewals, claims and status.
• Provide accurate information regarding insurance products, terms and procedures.
• Assist customers with policy servicing and routine issue resolution.
• Register and follow up on customer complaints, requests and claims inquiries.
• Coordinate with Claims, Underwriting, Sales, Finance and Operations to resolve issues.
• Maintain accurate customer information and call records in the CRM system.
• Follow up on pending documents, payments, renewals, or other service requirements.
• Escalate complex issues to the relevant department or supervisor.
• Ensure interactions comply with policies, regulatory requirements and service standards.
• Achieve defined call centre KPIs, including call quality, response time and satisfaction.

Skills

Fluent English

Fluent Arabic

Fluent Hindi

Tools

CRM systems

Job description

Job Title: Call Centre Agent

Industry: Insurance

Experience: 3–5 Years

Employment Type: 12 Months Contract

Location: UAE

Fluent in English, Arabic or Hindi – both spoken and written

Job Summary

We are looking for an experienced and customer-focused Call Centre Agent with a strong background in the insurance industry. The ideal candidate will have 3–5 years of experience handling customer enquiries, policy-related queries, claims support, and service requests.

The candidate should be fluent in Arabic, English, and Hindi, with excellent communication and interpersonal skills. Experience working in an insurance call centre or customer service environment will be highly preferred.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer enquiries related to insurance policies, coverage, renewals, claims, payments, and policy status.
• Provide accurate information regarding insurance products, terms, conditions, and procedures.
• Assist customers with policy servicing and resolve routine issues within the required turnaround time.
• Register and follow up on customer complaints, requests, and claims-related enquiries.
• Coordinate with internal departments such as Claims, Underwriting, Sales, Finance, and Operations to resolve customer issues.
• Maintain accurate and updated customer information and call records in the CRM system.
• Follow up with customers regarding pending documents, payments, renewals, or other service requirements.
• Escalate complex customer issues to the relevant department or supervisor when required.
• Ensure all customer interactions comply with company policies, regulatory requirements, and service standards.
• Achieve defined call centre KPIs, including call quality, response time, customer satisfaction, and resolution rates.
• Maintain a professional and courteous approach while dealing with customers.
• Handle confidential customer and policy information with discretion.

Desired Candidate Profile

• 3–5 years of experience in a call centre/customer service role within the insurance industry.
• Strong knowledge of insurance policies, customer servicing, claims processes, and policy administration.
• Fluent in Arabic, English, and Hindi – both spoken and written.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to handle high call volumes and work effectively under pressure.
• Good computer skills and experience using CRM/call centre systems.
• Strong attention to detail and ability to maintain accurate records.
• Ability to work collaboratively with internal teams.
• Previous experience in the UAE insurance market will be an advantage.