Customer Service Representative

Now Health International; Dubai; On-site; AED 60,000 - 75,000; Full time

Job summary

A healthcare solutions provider in Dubai is seeking a Customer Service Representative to deliver exceptional service to customers. Candidates should be fluent in Spanish and English, have experience in customer service, and possess strong interpersonal skills. The role involves handling complex inquiries, maintaining customer relations, and supporting service standards. Competitive experience in a relevant field is preferred. This position offers a full-time contract in a dynamic environment.

Qualifications

• Comprehensive working experience in customer service, preferably within the International Private Medical Insurance sector.
• Demonstrable track record of providing excellent service in a multi-cultural environment.

Responsibilities

• Maintain professional and courteous communications with customers.
• Handle enquiries via telephone, email, Live Chat, and WhatsApp.
• Resolve complaints and service failures as per procedures.

Skills

Spanish Speaker

Excellent written and spoken English

Interpersonal skills

CRM system proficiency

Education

Qualified to a degree level

Tools

Microsoft Office

Job description

Responsible for providing both new and existing customers within Now Health International with peerless service experience. With a detailed understanding of the operational lifecycle. The Customer Service Representative will have a varied workload including building and maintaining strong customer relations, dealing with complex enquiries or complaints, handling renewals and ensuring regulatory compliance.

Minimum Requirements

• Spanish Speaker
• Excellent written and spoken English plus Spanish. Candidates with broader language capabilities will have a distinct advantage
• Qualified to a degree level. Industry-specific qualifications are desirable but not essential.
• Comprehensive working experience in a customer service delivery environment, preferably within the International Private Medical Insurance sector. Candidates with a general insurance background will also be considered.
• A demonstrable track record of providing excellent service to people at all levels in a multi-cultural, collaborative, team-oriented environment.
• Fully conversant with Microsoft Office; experience of using industry specific technology and/or the ability to quickly grasp new systems following training. Experience in working with a CRM system whereby all details of the customer, communication and service levels can be maintained and monitored is preferred.

Responsibilities

Customer Service:

• As the primary contact for individual members, intermediaries, and corporate clients (“customers”), always maintain highly professional and courteous communications.
• Handle enquiries received via telephone, email and letter, Live Chat and WhatsApp ensuring that the company’s brand values, principles, and styles are adopted and utilized for all external communication.
• Maintain excellent interpersonal relationships with customers, third parties and other Now Health International departments and offices.
• Handle sales calls in the absence of sales staff, obtaining sufficient information for a quotation or a call back.
• Take responsibility for delivering products and service which are appropriate to the customer’s need and ensuring that the customer is treated in a fair, ethical and consistent manner.
• Deal with all instructions, queries, and service requests promptly, accurately and within company specified time frames or as promised to the customer.
• Ensure all customer documentation is complete prior to forwarding it to the relevant department and work flexibly within the team to support changing business needs.
• Work with the management team to identify areas of improvement and implement solutions in order to continually enhance the customer experience.

Complaints:

• Resolve complaints and service failures in line with regulatory record-keeping and escalation procedures.
• Maintain a very high standard of quality in terms of business integrity and the customer experience.
• Adhere to Best Practice Processes, Client Services Standards and to all relevant statutory or regulatory requirements, including Treating Customers Fairly and other FSA initiatives.