Operations Specialist & Complaints SPOC

The Operations Specialist & Complaints SPOC role is responsible for managing interactions with our sales team over calls, emails and in-office. This is a key role that enables sales team to answer customer queries and support on service requests and complaints raised by customers. This is an exciting opportunity for someone who wants to grow in the customer service area within the insurance industry.

Success in this role requires good communication skills (Arabic language preferred). You’ll collaborate closely with most functions within the company in an environment where every contribution is respected, and every perspective is heard.

• Lead end-to-end interactions with the sales team and walk-in customers
• Create a great partner and customer experience

• Bachelor’s degree or equivalent
• 3+ years of experience related to customer service
• Great communication skills
• Customer Oriented with high level of empathy
• Ability to work both independently and collaborate with others, coupled with a high level of self-motivation and initiative
• Proficient & knowledgeable in computer skills such as MS office (Excel, PPT)
• Ability to multitask and work with multiple stakeholders
• Strong problem-solving skills
• Ability to function in a high-volume environment

• Ensure consistent performance & adherence to procedures related to branch administration
• Ensure attendance is consistent and prompt, which will ensure daily business continuity with no back logs
• Ensure daily reconciliation of transactions
• Support audit requirements
• Action based on feedback from Sales team and Customers
• Share ideas for improving support services and department KPIs
• Understand and adhere to all Compliance requirements, including but not limited to, reporting of suspicious transactions, screening requirements, as applicable, and the retention of Company records; plus provide timely support and unrestricted access to information as well as attend all training requests from Compliance
• Manage customer complaints in line with company's policies and procedures.