Contact Center Agent

iiqaf Group; Dubai; On-site; AED 73,000 - 84,000; Full time

Job summary

IIQAF Group is seeking a customer-focused Contact Center Agent in Dubai to support insurance customers. You will handle calls, provide policy information, assist with service requests, and maintain accurate CRM records.

The role requires experience in contact center operations or insurance customer service, with strong communication and problem-solving abilities. Fluency in English is essential; Arabic is a plus.

Qualifications

• High school diploma or equivalent required; higher degree a plus.
• Experience in contact center or customer service preferred.
• Knowledge of insurance processes such as renewals, claims, and policies is advantageous.
• Strong verbal communication and telephone etiquette are essential.
• Proficiency with CRM systems and MS Office is preferred.

Responsibilities

• Handle inbound and outbound calls for insurance inquiries and service requests.
• Provide accurate policy information including coverage, premiums, renewals, and documents.
• Explain policy applications, status, endorsements, cancellations, and renewal requirements.
• Coordinate with claims for updates and follow-ups on claims inquiries.
• Assist with policy renewals by contacting customers and explaining procedures.
• Record interactions and resolutions in the CRM accurately.
• Follow up on pending requests and route complex cases appropriately.
• Resolve complaints professionally and escalate when necessary.
• Make outbound calls to gather quotations, missing documents, and feedback.
• Explain insurance processes clearly and maintain a customer-friendly approach.

Skills

Customer service

Call center

Verbal communication

Attention to detail

Problem solving

Education

High school diploma

Diploma/Bachelor's in business administration/insurance/finance

Tools

CRM software

Microsoft Office

Job description

Job Description:

Company: IIQAF Group
Location: Dubai, United Arab Emirates
Industry: Insurance
Employment Type: Full-Time
Salary: AED 6,500-7,500 per month

Job Summary

IIQAF Group is seeking a customer-focused and professional Contact Center Agent to support insurance customers in Dubai. The successful candidate will handle incoming and outgoing calls, respond to insurance-related inquiries, provide policy information, assist with customer service requests, and maintain accurate customer records. This role is suitable for candidates with experience in contact center operations, insurance customer service, call center support, policy servicing, or client communication.

The ideal candidate will deliver timely, accurate, and courteous assistance while helping customers understand insurance products, policy procedures, renewals, premium payments, and claims-related processes.

Key Responsibilities

• Handle inbound and outbound calls to assist customers with insurance inquiries, policy information, and service requests.


• Provide accurate information about insurance policies, coverage details, premiums, renewals, documentation, and general policy procedures.


• Respond to customer questions regarding policy applications, policy status, endorsements, cancellations, and renewal requirements.


• Assist customers with claims-related inquiries and coordinate with the claims department for updates and follow-ups.


• Support insurance policy renewal activities by contacting customers, explaining renewal procedures, and providing relevant information.


• Record customer interactions, inquiries, complaints, and resolutions accurately in the customer relationship management (CRM) system.


• Follow up on pending customer requests and ensure issues are directed to the appropriate insurance or operations team.


• Handle customer complaints professionally, identify suitable resolutions, and elevate complex cases when necessary.


• Make outbound calls to follow up on quotations, missing documents, customer feedback, and outstanding service requests.


• Explain insurance processes clearly while maintaining a professional and customer-friendly approach.

Required Qualifications

• High school diploma or equivalent; a diploma or bachelor's degree in business administration, insurance, finance, or a related field is an advantage.


• Previous experience as a Contact Center Agent, Call Center Agent, Customer Service Representative, Insurance Customer Service Executive, or Client Support Agent is preferred.


• Experience in an insurance company, insurance brokerage, financial services organization, or customer support environment is an advantage.


• Basic understanding of insurance policies, policy renewals, premiums, claims procedures, and customer service processes is desirable.


• Strong verbal communication and telephone etiquette, with the ability to explain information clearly and professionally.


• Good listening, problem-solving, complaint-handling, and customer relationship management abilities.


• Familiarity with CRM software, call center systems, email, and Microsoft Office applications is preferred.


• Ability to manage multiple customer inquiries, maintain accurate records, and follow established service procedures.


• Good command of English; Arabic or other additional languages are an advantage.