Customer Service Representative (Fluent in English)

About the Role

We are looking for a professional, customer-focused, and highly responsive Customer Service Representative to join our InsurTech team.

The successful candidate will be responsible for handling customer inquiries, providing accurate information and support, resolving issues efficiently, and ensuring a smooth and positive customer experience throughout the insurance journey.

Key Responsibilities

• Handle inbound customer inquiries through phone, email, WhatsApp, and other communication channels.
• Provide customers with accurate information regarding their insurance policies, coverage, benefits, procedures, and services.
• Assist customers with policy-related requests, amendments, documents, payments, and other service requirements.
• Understand customer needs and provide appropriate solutions in a professional and timely manner.
• Handle customer complaints and concerns with patience, empathy, and professionalism.
• Follow up on pending customer requests until they are fully resolved.
• Coordinate with sales, underwriting, claims, operations, and other internal departments to resolve customer issues.
• Ensure all customer interactions and requests are accurately recorded in the CRM.
• Maintain a high level of service quality and ensure compliance with company procedures.
• Explain insurance processes and requirements clearly to customers.
• Identify urgent or complex cases and escalate them to the appropriate team or manager.
• Proactively keep customers updated regarding the status of their requests.
• Support customers throughout the claims or service process when required.
• Identify potential customer needs and refer relevant opportunities to the sales or after-sales team.
• Maintain a professional and positive attitude in all customer interactions.

Requirements

• Previous experience in customer service, insurance, banking, or a similar customer-facing role is preferred.
• Excellent verbal and written communication skills.
• Fluent English is preferred/required depending on the market.
• Strong listening, communication, and interpersonal skills.
• Customer-oriented with a strong commitment to delivering excellent service.
• Ability to handle complaints and difficult situations professionally.
• Strong problem-solving and multitasking abilities.
• Excellent follow-up and organizational skills.
• Good attention to detail and accuracy.
• Comfortable using CRM systems, WhatsApp, email, and digital platforms.
• Ability to work under pressure and manage multiple customer requests simultaneously.
• Basic knowledge of insurance products and processes is an advantage.