Service Advisor

Sukoon Insurance; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading insurance company in Dubai seeks a customer service representative to handle inquiries through phone, email, and chat. The role focuses on providing accurate product information, resolving complaints, and achieving set targets while maintaining customer satisfaction. Candidates should be bilingual in English and Arabic, possess strong communication skills, and have 1-3 years of experience in a call center or a reputable insurance firm. This role emphasizes a customer-focused mindset and teamwork.

Qualifications

• 1–3 years of experience in a call center environment, OR minimum 1 year in a reputable insurance company.
• Proficient in MS Office.
• Excellent communication skills.

Responsibilities

• Answer customer enquiries via phone, email, and chat.
• Provide information on all products to clients.
• Resolve customer complaints promptly.

Skills

Bilingual (English and Arabic)

Excellent verbal and written communication skills

Customer-focused mindset

Ability to work under pressure

Strong problem-solving skills

Education

Bachelor degree in Business or related field

Tools

MS Office (Excel, Word, PowerPoint)

Job description

Job Purpose

The jobholder will be responsible for answering customer enquiries via phone, email, and chat. They will resolve issues by following Sukoon’s policies and procedures, ensuring business targets and personal performance goals are met. Customer service excellence will be at the core of all interactions with members and non-members of Sukoon.

Key Accountabilities

• Provide accurate information on all Sukoon products to existing and potential clients.
• Execute client instructions in compliance with Sukoon policies.
• Handle calls and queries efficiently to meet assigned targets.
• Achieve monthly production and conversion ratios.
• Maintain high CSAT (Customer Satisfaction) and call quality scores for every interaction.
• Resolve customer complaints promptly, either independently or in coordination with relevant departments.

Qualifications & Skills

• Language: Bilingual (English and Arabic).
• Communication: Excellent verbal and written communication skills; well-mannered and courteous.
• Technical: Proficient in MS Office (Excel, Word, PowerPoint).
• Education: Bachelor degree in Business or a related field from a recognized university.
• Experience: 1–3 years of experience in a call center environment, OR
• Minimum 1 year of experience in a reputable insurance company.

Competencies

• Customer-focused mindset.
• Ability to work under pressure and meet deadlines.
• Strong problem-solving skills.
• Team player with a positive attitude.