Customer Service Assistant - Insurance

AlFuttaim; Dubai; On-site; AED 67,000 - 89,000; Full time

Job summary

Orient Insurance PJSC, part of the Al-Futtaim Group, is hiring a Customer Service - Insurance Assistant in Dubai to provide face-to-face support at mall-based kiosks and service centers.

The role combines insurance servicing with direct customer engagement, handling inquiries, renewals, endorsements, claims status queries, documentation, and coordination with underwriting, claims, and operations to ensure high customer satisfaction.

Qualifications

• Bachelor's Degree or Diploma in Business Administration, Insurance, Finance, or a related field.
• Minimum 2 years of customer service, call centre, front desk, retail insurance operations.
• Previous insurance industry experience is preferred.

Responsibilities

• Welcome walk-in customers professionally and provide face-to-face assistance.
• Respond to inquiries about policies, renewals, endorsements, claims, and service requests.
• Provide accurate information about insurance products and services.
• Assist with policy issuance, renewals, amendments, and required documents.
• Follow up on quotations, renewals, and pending service requests.
• Coordinate with underwriting, claims, and operations to resolve complex matters.

Skills

Customer service

Communication skills

Problem solving

MS Office

Education

Bachelor's or Diploma in Business Administration, Insurance, Finance, or related field

Job description

Customer Service Assistant - Insurance Job Snapshot Role: Customer Service - Insurance Assistant Location: Dubai, United Arab Emirates Industry: Insurance Function: Customer Support-Client Care Experience: Minimum 2 years of customer service experience Job Type: Full-time

Orient Insurance PJSC, part of Al-Futtaim Group, is hiring a Customer Service - Insurance Assistant in Dubai, United Arab Emirates to provide face-to-face support at mall-based insurance kiosks and customer service centers. The role handles insurance inquiries, policy servicing, renewals, endorsements, claims status queries, documentation, and customer follow-up while identifying appropriate opportunities for cross-selling and upselling. Candidates must be comfortable working shifts, including evenings, weekends, public holidays, and peak retail periods.

Job Details Country: United Arab Emirates City: Dubai Industry: Insurance Function: Customer Support-Client Care Salary: Not disclosed Gender: No Preference Candidate Nationality: Not specified Job Type: Full-time

Overview of the Role

The Customer Service - Insurance Assistant will serve as a frontline contact for customers visiting Orient Insurance kiosks in shopping malls. The position combines insurance servicing with direct customer engagement, requiring accurate product information, responsive problem resolution, and professional coordination with Underwriting, Claims, and Operations teams. The role also supports policy transactions, renewal follow-ups, quotations, documentation, promotional activities, and individual service targets while maintaining high customer satisfaction standards.

Customer Service and Insurance Support

• Welcome walk-in customers professionally and provide courteous face-to-face assistance.
• Respond to inquiries regarding insurance policies, coverage, renewals, endorsements, claims status, and other service requests.
• Provide accurate information about relevant insurance products and services.
• Assist customers with policy issuance, renewals, amendments, and documentation requirements.
• Follow up on quotations, renewals, outstanding documents, and pending service requests.
• Resolve customer concerns where possible and coordinate more complex matters with the appropriate teams.
• Maintain a professional approach throughout every customer interaction.

Policy Servicing and Coordination

• Coordinate with Underwriting, Claims, and Operations teams to resolve customer requests efficiently.
• Support accurate and timely processing of policy-related requirements.
• Maintain complete records of customer interactions and transactions within company systems.
• Follow established company policies and service standards.
• Ensure customer servicing activities comply with applicable regulatory requirements.
• Manage multiple customer requests while maintaining accuracy and service quality.

Sales and Customer Engagement

• Identify appropriate upselling and cross-selling opportunities.
• Support promotional campaigns conducted at insurance kiosk locations.
• Participate in customer engagement and awareness initiatives.
• Contribute to individual service and productivity targets.
• Maintain customer satisfaction while supporting relevant commercial objectives.

Required Skills

• Strong customer service orientation and interpersonal skills.
• Excellent verbal and written communication skills in English.
• Arabic language skills are an added advantage.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work independently and manage multiple customer requests.
• Proficiency in MS Office and customer service systems.
• Professional appearance and presentation.
• Ability to communicate insurance information clearly to customers.

What Qualifies You for the Role

• Bachelor 's Degree or Diploma in Business Administration, Insurance, Finance, or a related field.
• Minimum 2 years of experience in Customer Service, Call Centre, Front Desk, Retail Service, or Insurance Operations.
• Previous insurance industry experience is preferred.
• Knowledge of insurance products, policy administration, and customer servicing processes is an advantage.
• Experience dealing directly with customers in a retail, branch, kiosk, or service center environment is preferred.

Working Requirements

• Willingness to work on a shift-based schedule.
• Availability to work evenings, weekends, public holidays, and peak retail hours when required.
• Willingness to work from insurance kiosks located in shopping malls across the UAE.
• Ability to stand and interact with customers for extended periods.
• Ability to operate effectively in a customer-facing retail service environment.

What the Role Offers

• Opportunity to develop a career within an established insurance organization.
• Exposure to retail insurance operations and direct customer engagement.
• Professional development and learning opportunities.
• A dynamic, customer-focused working environment.

About Orient Insurance PJSC

Orient Insurance Company commenced operations in 1982 as part of Al-Futtaim Group. Headquartered in Dubai, the company operates through a branch network in the UAE and has a presence in Oman, Saudi Arabia, and Bahrain. The company serves customers across a range of insurance requirements and has a paid-up capital of AED 500 million.