Job Summary

Zurich Middle East is part of Zurich Insurance Group, one of the world\'s largest and most experienced insurers. Our mission is to help our local community understand and protect themselves from risk both locally and globally.

We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Officer. As a Customer Service Officer, you will be the first point of contact for our customers, providing assistance, resolving inquiries, and ensuring a positive customer experience. Your primary responsibility will be to deliver outstanding service and build strong relationships with our valued customers.

Job Accountabilities

As Customer Service Officer, your role will involve:

• Customer Support: Interact with customers via various channels (phone, email, chat, social media) to address inquiries, provide information, and resolve issues. Offer prompt and accurate responses while maintaining a friendly and professional demeanor.
• Problem Resolution: Identify and understand customer needs, concerns, and complaints. Take ownership of issues and work towards effective and timely resolution. Escalate complex or high-priority cases to the appropriate department or supervisor.
• Product Knowledge: Develop a comprehensive understanding of our products or services to effectively assist customers and provide accurate information and recommendations. Stay updated on new product features, policies, and procedures.
• Order Processing: Assist customers with placing orders, tracking shipments, and managing returns or exchanges. Ensure accurate and timely processing of orders, coordinating with relevant departments as necessary.
• Customer Relationship Management: Foster and maintain strong relationships with customers, ensuring their satisfaction and loyalty. Proactively engage with customers to understand their needs, gather feedback, and identify opportunities for improvement.
• Documentation and Reporting: Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the CRM system. Generate reports on customer feedback, trends, and recurring issues to facilitate process improvements.
• Team Collaboration: Collaborate with cross-functional teams, including sales, marketing, and operations, to ensure a seamless customer experience. Provide feedback and suggestions for enhancing customer satisfaction and operational efficiency.
• Quality Assurance: Adhere to established service standards and protocols. Participate in training sessions and ongoing skill development to enhance customer service skills and knowledge.

Job Qualifications

To be successful in this role, you will need:

• Bachelor\'s Degree in a relevant field.
• Proven experience in a customer service role in Insurance field is a must.
• Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly and concisely.
• Strong problem-solving and decision-making abilities.
• Empathy and patience in dealing with customers, including handling difficult or upset individuals.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Ability to multitask, prioritize, and manage time effectively.
• Positive attitude, strong work ethic, and willingness to go the extra mile to ensure customer satisfaction.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We are an equal opportunity employer who knows that each employee is unique - that\'s what makes our team so great!

Join us as we constantly explore new ways to .

• Location(s): AE - Dubai
• Remote working: No
• Schedule: Full Time
• Recruiter name: Leigh Jeremy Jaye Santander

Zurich