Customer Service Coordinator (24/7 Call Center)

Swan Insurance Management Agency Ltd (SIMA); Manama; On-site; BHD 14,000 - 17,500; Full time

Job summary

A leading assistance company in Bahrain seeks a proactive Customer Service Coordinator to handle client inquiries and provide exceptional support. Successful candidates will have strong communication and organization skills and must be fluent in English and Arabic. Responsibilities include first-call resolution and case management for various services. Join us to contribute to an engaging team environment focused on improving client satisfaction.

Qualifications

• Fluent in English and Arabic with excellent verbal and written skills.

Responsibilities

• Quickly and effectively resolve customer issues on the first call.
• Open, manage, and process customer cases, including claims.
• Work closely with team leaders to escalate complex cases.
• Consistently follow company policies and procedures.
• Actively seek client feedback to improve service quality.

Skills

Excellent Communication skills

Excellent Organization skills

Excellent Analytical skills

Excellent Customer Service oriented skills

Education

Diploma Degree

Bachelor's degree

Job description

Overview

Being a Customer Service Coordinator at our Assistance Company, Swan International Assistance is an exciting, challenging and career developing role.

To be successful as a Customer Service Coordinator, the candidate must have good interpersonal skills to understand customers’ inquiries or complaints and deal effectively with Clients who may be worried, frustrated, or angry. As a Customer Service Coordinator, one must be able to learn quickly so they can acquire the product knowledge to answer customers’ questions accurately and provide appropriate service. The Customer Service Coordinator must also have a good knowledge of telephone and computer systems to use call center systems efficiently.

Swan International Assistance handles calls for clients on behalf of insurance companies, mainly for Travel Assistance, Medical Assistance, Personal Accidents, and more, as well as other services.

Successful candidates must be able to work under stress, handle First Call, get client details, and apply the right contract/service to the query.

Duties and Responsibilities

• First-Call Resolution: Quickly and effectively resolve customer issues on the first call, following company procedures to provide top-notch service.
• Case Management: Open, manage, and process customer cases, including claims and medical reimbursements, ensuring all information is accurately recorded and followed up on.
• Collaboration and Reporting: Work closely with team leaders and supervisors to escalate complex cases and generate necessary reports for management.
• Process Adherence: Consistently follow company policies and procedures for all tasks, from handling documents to attending scheduled shifts and training sessions.
• Client Satisfaction: Actively seek client feedback to improve service quality and contribute to team performance goals.

This role requires a proactive and detail-oriented individual who can manage multiple tasks while providing exceptional support to our clients.

Main Areas

• Proven capabilities to handle workload in the Alarm Center during shifts.
• Proven capabilities to maintain and improve C-sat and Call Resolutions.
• Proven capabilities to learn fast and improve own capabilities.
• Proven record of handling responsibilities in the most professional manner.

Qualifications

Skills:

• Excellent Communication skills
• Excellent Organization skills
• Excellent Analytical skills
• Excellent Customer Service oriented skills

Knowledge:

• A minimum of a Diploma Degree.
• Bachelor’s degree is preferred.
• Fluent in English and Arabic with excellent verbal and written skills.