Customer Service Representative

Company: IIQAF GroupLocation: Dubai, United Arab EmiratesIndustry: InsuranceEmployment Type: Full-TimeSalary: AED 7,000 – AED 7,500 per month

Job Summary

IIQAF Group is looking for a professional and customer-focused Customer Service Representative to join our insurance team in Dubai. The successful candidate will provide exceptional customer support by handling policy inquiries, assisting clients with insurance products and services, resolving customer concerns, processing policy requests, and ensuring a seamless customer experience.

This role is ideal for candidates with experience in customer service, insurance customer support, call center operations, client relationship management, policy administration, claims support, insurance operations, and customer care. The ideal candidate has excellent communication skills, problem-solving abilities, and a passion for delivering outstanding service.

Key Responsibilities

• Respond to customer inquiries via phone, email, live chat, and other communication channels.
• Provide accurate information about insurance policies, coverage, premiums, renewals, endorsements, and claims procedures.
• Assist customers with policy applications, renewals, cancellations, endorsements, and account updates.
• Handle customer complaints professionally and resolve issues in a timely manner.
• Support clients throughout the policy lifecycle while ensuring a positive customer experience.
• Coordinate with underwriting, claims, finance, and operations teams to resolve customer requests.
• Maintain accurate customer records using CRM and insurance management systems.
• Process customer documentation and verify policy information.
• Educate customers about available insurance products and services.
• Follow company policies, service standards, and regulatory requirements.
• Monitor customer satisfaction and contribute to service quality improvements.
• Meet customer service KPIs, response time targets, and quality standards.
• Escalate complex customer issues to the appropriate departments.
• Maintain confidentiality of customer and policy information.
• Build strong relationships with clients to encourage customer loyalty and retention.

Required Qualifications

• Bachelor's degree or diploma in Business Administration, Insurance, Finance, Marketing, or a related field.
• Previous experience as a Customer Service Representative, Customer Support Executive, Customer Care Representative, Client Service Representative, Insurance Customer Service Representative, Call Center Agent, Contact Center Representative, or Client Relationship Executive is preferred.
• Experience in the insurance, banking, financial services, or customer service industry is highly desirable.
• Knowledge of insurance policies, claims processes, policy administration, and customer support procedures is an advantage.
• Excellent verbal and written communication skills in English.

Additional languages such as Arabic, Hindi, or Urdu are an advantage.

Proficiency in Microsoft Office and CRM software.

Strong problem-solving, organizational, and interpersonal skills.

Ability to work in a fast-paced, target-driven environment.

Required Skills

• Customer Service
• Customer Support
• Customer Care
• Client Relationship Management
• Insurance Customer Service
• Insurance Operations
• Policy Administration
• Policy Renewals
• Claims Support
• Insurance Documentation
• Benefits
• Performance-based incentives
• Medical insurance
• Paid annual leave
• UAE employment visa
• End-of-service benefits as per UAE Labour Law
• Professional training and career development
• Career advancement opportunities
• Supportive and collaborative work environment