Senior Customer Service Officer

Al Nahiya Group; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A customer service oriented company in Abu Dhabi is looking for a role focused on processing customer requests and ensuring high-quality service delivery. Ideal candidates should possess 2-4 years of experience in medical insurance and be adept at resolving customer complaints. This position plays a crucial role in maintaining company standards and customer satisfaction.

Qualifications

• 2-4 years of experience in medical insurance.
• Ability to resolve complaints in a timely manner.
• Experience in preparing management reports.

Responsibilities

• Receive and process customer requests via multiple channels.
• Monitor and ensure high-quality service delivery.
• Complete transactions accurately and in compliance with standards.

Skills

Customer service

Complaint resolution

Report preparation

Job description

The job holder is responsible to

Receive and process customer requests via walk‑in, email and ticketing system, enquiries and complaints relating to the company’s products and services. Ensure delivery of high‑quality service to customers in the issuance of documents such as policies, endorsements, certificates to customers/brokers, etc., in compliance with set policies and procedures.

Policies, Processes & Procedures

• Adheres to requirements of operational procedures and instructions to the team, so that work is carried out in a controlled manner.
• Day‑to‑day operations: Performs the day‑to‑day operations of the Customer Services team at the front desk of branches, under the supervision of the Supervisor – Consumer Lines, to ensure that work processes are implemented as designed and comply with established standards and procedures. Coordinates with other branches/front desks for day‑to‑day activities.
• Customer Services Operations: Receives and evaluates submissions on new and renewal business within authority.
• Ensures consistent, accurate and high‑quality customer service for all types of transactions for the following services:
  • Quotation
  • New business
  • Renewal
  • Endorsements
  • Customer complaint
• Delivers the service according to predefined SLAs.
• Monitors inflow and outflow of business requests and ensures they are handled according to the company’s quality standards.
• Key‑in information and complete the new business transactions.
• Adjusts information and complete the endorsement transactions.
• Completes the transaction referred from the branch’s front desk.

Requirements

• Response Rates: Responds to customer requirements in the appropriate timescales, in order to meet customer expectations.
• Customer Complaints: Receives customer complaints and resolves them timely to the satisfaction of the customer or provides a reasonable and acceptable explanation based on company policy. Escalates matters to the supervisor if necessary.
• Reports:
  • Provides management with appropriate reports regarding the unit and compliance with operational policy and procedures.
  • Prepares a monthly report to track and follow up the number of customer tickets that are pending to ensure closure of customer tickets issued monthly.
• Experience: Requires 2‑4 years of experience in medical insurance.