Employer Overview:
A leading composite insurance provider in the UAE, operating in Dokki, Giza, with nearly five decades of excellence, offering comprehensive insurance solutions across health, life, motor, and general lines. The organization operates across all Emirates and Oman, serving over 800,000 clients through a strong network of branches, brokers, bancassurance partners, and digital channels. Renowned for its financial strength and service excellence, it continues to set the benchmark for customer satisfaction and innovation in the regional insurance market.
Job Summary:
The Service Advisor will support external partners in winning and retaining business by providing timely, high-quality service and handling daily partner transactions and inquiries. The role involves managing inbound calls and CRM activities while ensuring compliance with internal processes and service standards.
Key Responsibilities:
- Support external partners in winning and retaining business with the organization.
- Provide effective day-to-day support for partner transactions and requests.
- Handle inbound calls and partner/customer queries in line with assigned targets using Genesys and CRM systems.
- Deliver high-quality service and maintain strong relationships with external partners.
- Follow internal audit processes and ensure all transactions comply with required procedures.
- Provide appropriate discounts for renewal business while following established guidelines.
- Monitor and maintain service quality, productivity, and customer service standards.
- Handle complaints professionally and contribute to effective complaint resolution.
- Complete other responsibilities and tasks assigned by the Team Leader on a day-to-day basis.
Requirements:
- Bachelor’s degree or current undergraduate student.
- Relevant educational background in Business Administration, Insurance, Customer Service, or a related field is preferred.
- 1–2 years of experience in customer service or call center operations.
- Fluency in English is a MUST.
- Experience in insurance or financial services is an advantage.
- Strong customer service orientation.
- Excellent communication and interpersonal skills.
- Confidence when dealing with partners and customers.
- Ability to work effectively within a team.
- Ability to manage customer complaints professionally.
- Good product knowledge and ability to understand insurance products and services.
- Knowledge of customer service excellence and complaint management.
- Understanding of call center performance metrics, including abandoned rate and quality scores.
- Ability to maintain productivity targets across Genesys and CRM systems.
- Understanding of GPW production.
- Basic knowledge of MIS and reporting.
- Good working knowledge of CRM systems.
- Experience using Genesys or similar contact center platforms.
- Ability to work with MIS and reporting tools.
- Good proficiency in Microsoft Office applications.
- Ability to provide timely and accurate support to external partners.
- Ability to handle high volumes of inbound calls and inquiries.
- Ability to meet assigned productivity, quality, and service targets.
- Ability to follow established processes, audit requirements, and discount guidelines.
- Ability to handle complaints and challenging customer situations professionally.
- Ability to prioritize daily tasks and work effectively under pressure.
- Ability to identify issues, take initiative, and escalate matters when required.
- Ability to maintain a consistent focus on service excellence and partner satisfaction.
