About Shory
Shory is a licensed UAE insurance broker, regulated by the Central Bank of the UAE. We make buying and managing motor insurance simple, and our CX team is where that promise is kept.
About the role
Our Customer Support Agents are the first point of contact for Shory customers across calls, live chat and email. You will handle motor insurance enquiries from quote through to policy issuance, resolve service requests, and own each case through to closure.
This is a frontline role in a fast-moving team. You will be trusted with customer data and policy decisions from early on, so accuracy and sound judgment matter as much as a good manner on the phone.
What you will do
- Handle inbound calls, chats and emails, and resolve customer enquiries at first contact wherever possible
- Guide customers through quotes, purchases, policy transfers, endorsements, cancellations and refunds
- Verify customer and policy details accurately before any action is taken on an account
- Document every interaction in our CRM with complete and accurate case notes
- Follow up on open cases and keep customers updated until their request is fully resolved
- Escalate correctly and hand over cleanly when a case needs specialist or back office support
- Meet individual targets on quality, productivity and customer satisfaction
- Apply coaching and feedback quickly, and contribute to how the team improves its service
Qualifications
- High school certificate or equivalent. A diploma or bachelor's degree is preferred
- 1 to 3 years of contact centre or customer-facing experience
- Strong spoken and written English and Arabic
- Comfortable working across voice, chat and email in a fast-paced environment
- Accurate and detail-oriented, with a disciplined approach to verification and data handling
- Able to stay composed with difficult customers, and to take feedback and apply it
- Confident with digital tools and able to find the right answer in a knowledge base quickly
- Available for rotational shifts, including evenings, weekends and public holidays
- Insurance knowledge is an advantage, not a requirement. Full product and systems training is provided
