This role exists to ensure customers and partners receive timely, accurate, and clear support related to health insurance policies and services. You operate in a fast-paced, evolving call center environment where priorities can shift, and your ability to follow through and resolve inquiries end-to-end directly impacts customer confidence and satisfaction.
What You ll Do :
- Provide clear, accurate responses to simple and complex inquiries across calls, emails, and written requests, improving understanding of eligibility, benefits, claims status, cards, certificates, and digital tools.
- Resolve customer, client, and broker issues by researching policy information and interpreting provisions to deliver effective solutions.
- Independently manage routine to moderately complex inquiries, grievances, complaints, and appeals through to resolution.
- Ensure requests and documentation are routed correctly for final processing, supporting timely outcomes.
- Maintain consistent follow-up and ownership in a high-volume environment with competing priorities.
- Contribute to a positive customer experience by communicating clearly and professionally in both Arabic and English.
- Adapt to changing workflows, shift schedules, and time-sensitive work while maintaining accuracy and service quality.
What You ll Bring :
- Bachelor s degree or equivalent.
- Minimum of 1 year of customer service experience focused on analyzing and resolving customer problems.
- Experience working in a call center environment.
- Experience in the healthcare insurance industry is required; candidates from financial or banking sectors are welcome.
- Fluency in spoken and written Arabic and English.
- Ability to work rotating 24x7 shifts, five days per week, including split shifts and public holidays.
Skills :
Soft Skills
- Clear and empathetic communication.
- Strong organization and time management.
- Ability to work independently while contributing positively to a team.
- Persistence and follow-through in resolving issues.
- Comfort managing change, ambiguity, and time-sensitive requests.
Technical / Functional Skills
- Ability to interpret insurance policy provisions accurately.
- Intermediate proficiency in Microsoft Office applications.
- Strong multitasking ability in a computer-based environment.
- Confidence handling high call volumes with attention to detail.
Nice to Have
- Strong understanding of medical terminology.
Why Join Us
- Competitive salary aligned with the market.
- Multicultural and hybrid working environment.
- Private Medical Insurance.
- Employee Wellbeing Benefits.
- Educational Development Program supporting continuous learning and growth.
Bachelor s degree or equivalent.
- Minimum of 1 year of customer service experience focused on analyzing and resolving customer problems.
- Experience working in a call center environment.
- Experience in the healthcare insurance industry is required; candidates from financial or banking sectors are welcome.
- Fluency in spoken and written Arabic and English.
- Ability to work rotating 24x7 shifts, five days per week, including split shifts and public holidays.
