Job Summary

Zurich Workplace Solutions is a start-up entity implementing End of Service Benefi ts in the region. A smallmultiskilled team today manages the DEWS Plan for DIFC and Government in Dubai. We are looking for a fl exibleindividual who has a strong will to achieve high targets whilst adhering to customer support policy and standards.

As a Senior Service Consultant - Complaints you will provide excellent service to customers who have complaintsor complex/escalated issues – primarily through ensuring that concerns are fully understood and addressedcomprehensively and quickly in a way that is positive and helpful for customers, minimizing further issues. Be thepoint of contact for customers to identify relevant products, processes, and procedures and will also play a keyrole in identifying and sharing learning opportunities from complaints and issues that can be used for serviceimprovement.

Job Accountabilities

As a Senior Service Consultant - Complaints, your role will involve:

Provide a customer-focused and responsive service for all customers you assist with a complaint, Members’Enquiry, complex/escalated issue – reviewing/ investigating and responding to all concerns raised in a waythat is positive and helpful, maximizing early resolution of issues, minimizes further problems for customersand keeping customers always updated.

Contact complainants as early as possible to ensure that their concerns and desired outcomes are fullyunderstood, managing expectations early on where this required.

Engage with colleagues promptly and proactively from other teams, including managers, to gatherinformation required to fully investigate and respond to complaints, Members’ Enquiries and complexqueries.

Adhere to SLA's and complete any promised follow up actions to remedy issues for customers in a timelyand high-quality way, in line with what was agreed with customers, minimizing further issues and complaintescalation.

Manage customer expectations regarding policy and process in a nonconfrontational and customer-focusedmanner, off ering alternatives where possible.

Assist customers in a way that complies with relevant regulatory, and legislative requirements includingthose regarding data protection and applying learning from relevant training and minimizing risk.

Identify and share emerging issues for customers which help improve the service off ered by the CustomerResolution Team and other teams, including raising issues that reoccur.

Assist with the completion of regular complaints & correspondence reports, by collating information fromsupporting systems and assisting with commentary if required.

Use your initiative, knowledge, and judgement to assess and resolve problems including prompt escalationto managers as required.

Develop and maintain knowledge of other services to ensure you support customers and other services inthe most eff ective way.

Assist with quality and timely responses to customer emails or enquiries received through our websitesduring busy periods and/or when cover is needed for training.

Undertake ad-hoc tasks as identifi ed by the Contact Center Team Leader, Service Delivery Manager, ormanagers from the services that you assist.

Work collaboratively across all Operational areas and assist with BAU Contact center tasks.

Demonstrate a fl exible and co-operative approach towards changing business needs.

Assist with Regulatory audits around complaints process and fi ndings

Job Qualifi cations

To be successful in this role, you will need:

UAE national preferred

Bachelor degree in Business/Finance would be an added advantage

2 years or more experience in customer handling and complaints management, preferably within theInsurance Industry

Excellent command of English (both written and verbal)

High level of written and verbal skills to assist customers in a clear and helpful way across allcommunication channels

Ability to communicate complex information