Call Centre Agent

Job Title:

Call Centre Agent

Industry: Insurance

Experience:

3–5 Years

Employment Type:

12 Months Contract

Location:

UAE

Fluent in English, Arabic or Hindi – both spoken and written

We are looking for an experienced and customer-focused Call Centre Agent with a strong background in the insurance industry. The ideal candidate will have 3–5 years of experience handling customer enquiries, policy-related queries, claims support, and service requests.

The candidate should be fluent in Arabic, English, and Hindi, with excellent communication and interpersonal skills. Experience working in an insurance call centre or customer service environment will be highly preferred.

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer enquiries related to insurance policies, coverage, renewals, claims, payments, and policy status.
• Provide accurate information regarding insurance products, terms, conditions, and procedures.
• Assist customers with policy servicing and resolve routine issues within the required turnaround time.
• Register and follow up on customer complaints, requests, and claims-related enquiries.
• Coordinate with internal departments such as Claims, Underwriting, Sales, Finance, and Operations to resolve customer issues.
• Maintain accurate and updated customer information and call records in the CRM system.
• Follow up with customers regarding pending documents, payments, renewals, or other service requirements.
• Escalate complex customer issues to the relevant department or supervisor when required.
• Ensure all customer interactions comply with company policies, regulatory requirements, and service standards.
• Achieve defined call centre KPIs, including call quality, response time, customer satisfaction, and resolution rates.
• Maintain a professional and courteous approach while dealing with customers.
• Handle confidential customer and policy information with discretion.

• 3–5 years of experience in a call centre/customer service role within the insurance industry.
• Strong knowledge of insurance policies, customer servicing, claims processes, and policy administration.
• Fluent in Arabic, English, and Hindi – both spoken and written.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to handle high call volumes and work effectively under pressure.
• Good computer skills and experience using CRM/call centre systems.
• Strong attention to detail and ability to maintain accurate records.
• Ability to work collaboratively with internal teams.
• Previous experience in the UAE insurance market will be an advantage.