Senior Customer Service Officer

3 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Al Nahiya Group Full time
Senior Customer Service Officer

Abu Dhabi, United Arab Emirates | Posted on 02/19/2025

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 like policies, endorsements, and certificates to customers/brokers, etc., in compliance with set policies and procedures.

Responsibilities

1. Adheres to requirements of operational procedures and instructions to the team, so that work is carried out in a controlled manner.
2. 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 desk for day-to-day activities.
3. Receives, evaluates submissions on new and renewal business within authority.
4. Ensures consistent, accurate, and high-quality customer service for all types of transactions for the following services:

1. Quotation
2. New business
3. Renewal
4. Customer complaint

6. Delivers the service according to predefined SLAs.
7. Monitors inflow and outflow of business requests and ensures they are handled according to the Company's quality standards.
8. Key-in information and complete the new business transactions.
9. Adjusts information and completes the endorsement transactions.
10. Completes the transaction referred from the Branch's front desk.

Requirements

1. Responds to customer requirements in the appropriate timescales, in order to meet customer expectations.
2. 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.
3. Provides Management with appropriate reports regarding the unit and compliance with operational policy and procedures.
4. Prepares a monthly report to track and follow up the number of customer tickets which are pending to ensure closure of customer tickets issued monthly.
5. Experience: Requires 2-4 years of experience in Medical Insurance.

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