Customer Service Agent (Hybrid)

Our client is looking to recruit a Customer Service Agent as the main point of contact for clients via phone, email, and chat, providing professional and customer-focused support, in emergencies and urgent situations. 

Key Responsibilities

• Act as the first point of contact for customers requiring assistance abroad
• Register and manage cases on the internal system
• Provide clear, empathetic, and efficient support while following correct procedures
• Handle calls and enquiries in line with Service Level Agreements
• Review and verify insurance policies and explain policy terms when required
• Manage customer complaints and expressions of dissatisfaction professionally
• Complete administrative tasks, including managing internal inboxes and updating case information
• Support the handling of complex cases by gathering relevant information for specialist review
• Liaise with internal departments to ensure smooth case resolution
• Ensure compliance with regulatory requirements, company procedures, and data protection standards

Requirements

• Must be fluent in both verbal & written English and one of the following: Arabic, French & Italian 
• Previous experience in a Customer Care & Support role
• Good computer literacy and administrative skills
• Team player with a positive and structured approach
• Experience in insurance assistance or claims handling is an asset
• Knowledge of FCA regulations and Treating Customers Fairly

Benefits

• Hybrid options
• Health Insurance
• Company Discounts
• Shift Allowance

Working Hours

• 8-hour shifts based on a 5-day week on roster basis (AM, PM and Night Shifts)