About the Role
The Officer serves as a versatile, customer-focused resource with primary responsibility for Customer Engagement and front desk operations. The role welcomes and supports walk-in clients, manages customer requests across approved non-voice channels, coordinates timely resolution, and provides secondary Business Support for operational processing. The position also supports International Driving License (IDP) activities, policy cancellations, claim registration, certificate of continuity (COC) requests, and other assigned service requirements while maintaining accuracy, turnaround times, and compliance.
The Shared Services & Customer Experience function supports operational efficiency, service quality, regulatory compliance, and a consistent customer experience through effective coordination across customer-facing and back-office activities.
- Department: Shared Services & CX
- Operating Unit: Contact Centre
- Reports to: Assistant Manager - Contact Centre (functional reporting to Head of Shared Services & CX)
- Location: Dubai – Al Barsha (Onsite)
- Position Type: Full Time Employee
Customer Engagement & Front Desk
- Fulfil front desk responsibilities and serve as the first point of contact for walk-in clients, ensuring a professional, welcoming, and customer-focused experience.
- Understand customer requirements, provide clear guidance, verify documents, and direct or coordinate requests with the relevant internal team.
- Manage customer inquiries and service requests through approved non-voice channels, including email, and face-to-face interactions.
- Maintain ownership of assigned cases, provide timely updates, and ensure closure within agreed service level and turnaround time requirements.
- Handle customer escalations within defined authority and escalate complex or sensitive cases with complete context and documentation.
- Promote consistent service standards, accurate communication, and a seamless end-to-end experience for walk-in and digital customers.
Business Support
- Process and support policy cancellation requests in line with approved procedures, documentation requirements, and delegated authority.
- Process and coordinate certificate of continuity (COC) requests and other policy-related service requests.
- Support IDP tasks and related documentation in accordance with the applicable workflow and service standards.
- Track pending registrations, cancellations, COC requests, and related cases to ensure timely completion and proper customer updates.
- Maintain accurate records in relevant systems and trackers and ensure all supporting documents are properly captured.
- Complete assigned tasks accurately and within the defined turnaround time while following SOPs, guidelines, and compliance requirements.
Coordination, Quality & Continuous Improvement
- Coordinate effectively with Claims, UW, Customer Care, Finance, and other relevant teams to progress customer and operational requests.
- Communicate workflow issues, recurring customer concerns, pending dependencies, and service risks to the Assistant Manager.
- Monitor assigned work and prioritize tasks based on customer impact, urgency, turnaround time, and operational requirements.
- Identify recurring issues and suggest practical improvements to customer journeys, front desk service, documentation, and processing workflows.
- Maintain confidentiality, data accuracy, and adherence to regulatory and company requirements in all activities.
- Remain flexible and support additional customer engagement or business support duties based on operational needs.
Education
- Bachelor's degree or Diploma in Business, Management, Customer Service, Insurance, or a related discipline is preferred.
Experience
- 2-4 years of experience in customer service, front desk, insurance operations, administration, or back-office support.
- Exposure to insurance, claims processing, policy servicing, or regulated service environments is an advantage.
- Experience supporting walk-in customers and managing documentation-based service requests is desirable.
Skills
- Strong customer service and front desk etiquette.
- Clear and professional written and face-to-face communication.
- Accurate document review, data entry, record keeping, and case tracking.
- Ability to manage multiple customers and operational tasks while meeting turnaround times.
- Sound judgment in handling service issues and escalating appropriately.
- Ability to learn and apply SOPs, compliance requirements, and system workflows.
- Strong coordination and collaboration across departments.
- Flexible, adaptable, and willing to support varied operational requirements.
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