Customer Service Manager

Tandem Search

Dubai, UAE

Ref: KP709-1839

Job description / Role

Employment: Full Time

Responsible for providing our Middle East and Africa customers with a peerless service experience. With a detailed understanding of the operational life-cycle from pre-sales to claims, the Customer Service Representative will have a varied workload including building customer relations, dealing with complex enquires or complaints, and ensuring regulatory compliance.

- As the primary contact for individual members, intermediaries and corporate clients (customers), maintain highly professional and courteous communications at all times.
- Handle enquiries received via telephone, email and letter, ensuring that the companys brand values, principles, and styles are adopted and utilized for all external communication.
- Maintain excellent interpersonal relationships with customers, third parties and other client's departments and offices.
- Handle sales calls in the absence of sales staff, obtaining sufficient information for a quotation or a call back. Follow up on business that has not been renewed.
- Follow up with customers to obtain all required information for applications, and ensure all customer communication is recorded on OH+.
- Take responsibility for delivering products and service which are appropriate to the customers need and ensuring that the customer is treated in a fair, ethical and consistent manner.
- Deal with all instructions, queries and service requests promptly, accurately and within company specified time frames or as promised to the customer.
- Check work queues daily; allocate customer requirements/feedback to the relevant department for action.
- Ensure all customer documentation is complete prior to forwarding it to the relevant department, and work flexibly within the team to support changing business needs.
- Work with the management team to identify areas of improvement and implement solutions in order to continually enhance the customer experience.
- Resolve complaints and service failures in line with regulatory record-keeping and escalation procedures.
- Maintain a very high standard of quality in terms of business integrity and the customer experience.
- Adhere to Best Practice Processes, Client Services Standards and to all relevant statutory or regulatory requirements, including Treating Customers Fairly and other FSA initiatives.
- Take responsibility for establishing and maintaining up-to-date personal awareness of all legislative, regulatory and Company-specific rules, policies and procedures related to performance of the role. Ensure consistent compliance with legal, regulatory and Company standards in line with underwriter requirements.
- Pay particular attention to the Companys Information and Data Security policies when accessing and using all Company systems which may provide access to sensitive information assets, and strive to maintain the highest possible standards of information protection at all times.
- Take individual responsibility for accessing only the systems, records and information required to perform the role. Treat all data contained within those systems in a manner consistent with the Companys Information and Data Security policies, and in line with the confidentiality clauses provided within the employment contract.

Requirements

- Qualified to a degree level. Industry-specific qualifications are desirable but not essential.
- Comprehensive working experience in a customer service delivery environment, preferably within the International Private Medical Insurance or Financial Services sector.
- A demonstrable track record of providing excellent service to people at all levels in a multi-cultural, collaborative, team-oriented environment.
- Fully conversant with Microsoft Office; experience of using industry specific technology and/or the ability to quickly grasp new systems following training. Experience in working with a CRM system whereby all details of the customer, communication and service levels can be maintained and monitored is preferred.
- Willing to thoroughly learn and understand the plans and policies offered by the company.
- Able to work extended hours on occasions when required.
- Excellent written and spoken English. Additional local language capabilities are beneficial.

TRAITS
- Problem solver
- Extroverted
- Proactive/self-starter
- Attention to detail
- Good communicator
- Team-player

About the Company

Building businesses, changing lives

At Tandem, we’ve built a vast network of top-tier professionals across the globe. We empower businesses to thrive by delivering unmatched talent solutions. With our global reach, collaborative approach, and unwavering commitment to excellence, we drive transformative growth and shape exceptional teams.

Who we are.

We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.

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Events Manager salaries in Saudi Arabia

Average monthly compensation
SAR 20,500

Breakdown available for industries, cities and years of experience