Job Description
To deliver high-quality, end-to-end customer support within the 24/7 Contact Centre by managing inquiries, claims registration, and service coordination efficiently. The role is central to ensuring seamless customer experience, operational efficiency, and timely claims resolution across all touchpoints.
KEY TASKS AND RESPONSIBILITIES
Efficient and timely registration of claims and follow-up on pending documentation
Coordinate assessor appointments, facilitate windscreen claims processing, and arrange courtesy car issuance
Process service provider invoice settlements and perform statement reconciliations based on assigned accounts
Deliver 24/7 support for roadside assistance and rescue services
Provide front-line support at assessment centres
Accurately capture claim details in the FLIP system
Assess new claims, ensure reserve accuracy, and assign appropriate service providers
Address and resolve customer complaints, feedback, and inquiries effectively
Provide timely updates on claim status
Professionally handle all incoming calls, maintaining a high standard of customer service
Escalate complex issues to relevant departments for resolution
Support additional functions such as social media handling, email correspondence particularly on call centre claims & service providers mailbox, and customer feedback surveys
Execute any other tasks as assigned by the Call Centre Manager
Offer product and service information to customers as required
SKILLS AND COMPETENCIES
Proficiency in MS Office applications (Excel, Word, Outlook)
Strong analytical skills with the ability to interpret data and generate actionable insights
Excellent verbal & written communication abilities
Consistent demonstration of professionalism and customer-centric behaviour
Competence in claims communication, customer follow-up, and constructive feedback
Demonstrated organizational awareness, time management, and interpersonal skills
High standards of professional etiquette and emotional intelligence
Team collaboration and responsiveness to dynamic operational needs.
KNOWLEDGE & EXPERIENCE
Proven experience in a customer service or call centre environment, preferably in insurance or financial services
Solid understanding of end-to-end call centre workflows, including claims processes, customer handling protocols, and service-level expectations
Familiarity with claims management systems such as FLIP or other policy administration platforms
Working knowledge of contact centre metrics (e.g., AHT, FCR, NPS) and key performance indicators (KPIs)
Ability to handle high call volumes while maintaining service quality and professionalism
Experience in coordinating with multiple departments and stakeholders for issue resolution
Knowledge of escalation procedures, complaint resolution, and customer experience management
Adept at using CRM tools, call monitoring systems, and reporting dashboards
Exposure to regulated environments with an understanding of compliance expectations, including KYC and data protection
QUALIFICATIONS
Bachelor's degree in business administration, Communications, Insurance, or a related field
Diploma in Insurance (AIIK) - an added advantage
Proficiency in computer applications and call centre platforms
Experience working with CRM systems and email management tools