Customer Care Agent - (Insurance Companies Experience)

AlWathba National Insurance Co

Abu Dhabi, UAE

Ref: RP635-07

Job description / Role

Employment: Full Time

Job Description

Call Center Agents/Customer Care Agents attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. The target is to ensure excellent service standards and maintain high customer satisfaction.

Role and Responsibilities

- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure solution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Resolve customer complaints via phone, email, mail or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Answer policy related questions, terms and conditions.
- Act as the company gatekeeper
- Attempt to persuade customer to reconsider policy cancellation/non-renewal
- Inform customer of deals and promotions
- Sell/Upsell products and services
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Follow standard scripts for answering calls
- Handle changes in policies or renewals
- Resolve customer complaints via phone, email, mail or social media


Qualifications and Education Requirements

- Proven customer support experience
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiar with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- High school diploma or equivalent; college degree preferred

Preferred Skills

- Customer Service
- Product Knowledge
- Quality Focus
- Market Knowledge
- Documentation Skills
- Listening Skills
- Phone Skills
- Resolving Conflict
- Multitasking
- Patience
- Negotiation
- Positive Attitude
- Attention to Detail
- People Oriented
- Analysis
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Computer Skills

Years of Experience

- 2 – 3 years of experience.

About the Company

Al Wathba National Insurance Company Co P.S.C - AWNIC. is one of the leading insurance companies in UAE. It has a well spread service network across UAE with its registered head office situate in Abu Dhabi and its branches in Dubai, sharjah and Al Ain respectively.

AWNIC has a qualified and experienced management team of professionals who interact constantly with their clients. the well trained and courteous technical team takes proper care of costumers in the day to day services & administration through its professional but caring touch

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Personal Assistant salaries in UAE

Average monthly compensation
AED 9,000

Breakdown available for industries, cities and years of experience