Contact Center Agent

About the role

IIQAF Group is looking for a customer‑focused Contact Center Agent to support insurance customers in Dubai. You will handle inbound and outbound calls, provide policy information, and ensure accurate record‑keeping.

Key responsibilities

• Handle inbound and outbound calls to assist customers with insurance inquiries, policy information, and service requests.
• Provide accurate details on coverage, premiums, renewals, documentation and general policy procedures.
• Assist with claims‑related inquiries and coordinate with the claims department for updates.
• Support policy renewal activities by contacting customers and explaining procedures.
• Record interactions, complaints and resolutions in the CRM system and follow up on pending requests.
• Manage customer complaints professionally, identify resolutions and escalate complex cases when needed.

Required profile

• High school diploma or equivalent; a degree in business, insurance, finance or related field is an advantage.
• Previous experience in a contact centre, call centre or insurance customer service role.
• Basic understanding of insurance policies, renewals, premiums and claims procedures.
• Strong verbal communication, listening and problem‑solving abilities.
• Good command of English; Arabic or other languages are a plus.

Required skills

• Familiarity with CRM software.
• Proficiency in Microsoft Office applications.
• Experience with call centre systems and email communication.