Customer Experience Ambassador

About the role

Join Shory’s CX team as a Customer Experience Ambassador, the first point of contact for motor‑insurance customers via phone, live chat and email. You will guide customers from quote to policy issuance, resolve service requests and ensure each case is closed efficiently.

Key responsibilities

• Handle inbound calls, chats and emails, aiming to resolve enquiries at first contact.
• Guide customers through quotes, purchases, policy transfers, endorsements, cancellations and refunds.
• Verify customer and policy details accurately before any action is taken.
• Document every interaction in the CRM with complete case notes and follow up on open cases until fully resolved.
• Escalate and hand over cases to specialists or back‑office support when needed.

Required profile

• High school certificate or equivalent; diploma or bachelor's degree preferred.
• 1‑3 years of contact‑centre or customer‑facing experience.
• Strong spoken and written English and Arabic.
• Available for rotational shifts, including evenings, weekends and public holidays.

Required skills

• Comfortable working across voice, chat and email in a fast‑paced environment.
• Accurate, detail‑oriented with disciplined verification and data handling.
• Ability to stay composed with difficult customers and apply feedback quickly.
• Confident using digital tools and navigating a knowledge base.