Service Consultant

at  Zurich insurance

JOB SUMMARY

Zurich Workplace Solutions (ZWS) is an entity from Zurich International located in the heart of the DIFC’s International Financial Centre. They provide localized workplace savings solutions that offer flexibility, control, and make a positive difference to long-term financial security.
ZWS are the Administrator of the DIFC Employee Workplace Savings plan (DEWS), a progressive end-of-service benefit plan introduced within the DIFC in 2020.
To support our expansion, we’re looking for a dynamic Service Consultant to join the Service Centre.
Reporting to the Team Leader, the role of the Service consultant is to be the point of contact for both Employers and their Employees, providing relevant product information, processes and procedures and providing a market leading service. This role is integral in making our service proposition best in class and gives the selected candidate an opportunity to be part of this transformational journey.

JOB ACCOUNTABILITIES

As Service Consultant, your role will involve:

• Respond to customers calls/emails/or web chats efficiently and accurately, providing customers with solutions that resolve their query/requests right first time, leaving them feeling valued and supported.
• Support customers by educating them on self-service solutions and capabilities available on the SMART platform thus improving uptake of self-service capabilities and customer experience.
• Proactively manage key internal and external stakeholder relationships ensuring timely and accurate delivery of promises. Build lasting relationships with clients and team members based on trust and reliability.
• Take a proactive approach to client issue resolution; escalating where necessary and seeing through to resolution by engaging and coordinating with relevant internal and external stakeholders as required.
• Meet or exceed Key performance indicators as agreed by the business while providing excellent and consistent service to our customers while abiding by General Data Protection Regulation (GDPR) rules.
• Complete all mandatory e-learnings/training at Oxygen business school.
• Provide feedback and recommendations for improvement of customer service processes and systems to managers and colleagues and proactively contribute new ideas to support the improvement of the overall customer experience.
• Demonstrate knowledge of relevant systems, products, processes, and procedures to aid delivery of a first-class service to our customers.
• Model behaviors that demonstrate commitment to Zurich values – Customer First, Collaboration and Make it Happen.
• Take part in training and other learning opportunities to expand knowledge of the product and service offerings that will enable self-development and better service to our customers.
• Assist in onboarding new scheme customers in a timely controlled manner, Overcoming any servicing objections and obstacles.
• Demonstrate an understanding of customer´s needs, and ensure they are met by following documented guidelines and rules and acting within agreed authority levels to ensure fair treatment of customers.
• Show strategic alignment to customer values and identity and Share knowledge and expertise with other colleagues.
• Adhering to all company values, policies, and procedures.
• Seek progression to roles of increased responsibility and use knowledge to develop and drive best practice.
• Take accountability for participating in the performance management cycle.
• Act to achieve a positive team culture and working environment.

JOB QUALIFICATIONS

To be successful in this role, you will need:

• Bachelor’s degree preferred (or equivalent), and 2 or more years of experience in a related field.
• Basic understanding of the Insurance Industry and employee’s benefits.
• Previous experience working within an international and diverse cultural organization would be beneficial.
• Familiarity with accounting packages/online banking system

Skills:

• Analytical and problem-solving mindset.
• Accuracy and Attention to details.
• Proven ability to build and maintain strong working relationships with customers and external and internal stakeholders.
• Effective personal organization and planning skills.
• Intermediate knowledge of Microsoft office packages– Word, Excel, and PowerPoint.
• Excellent communication skills both written and verbal in English.
• Fluency in Arabic communications, written and spoken is preferred.

As Service Consultant, your role will involve:

• Respond to customers calls/emails/or web chats efficiently and accurately, providing customers with solutions that resolve their query/requests right first time, leaving them feeling valued and supported.
• Support customers by educating them on self-service solutions and capabilities available on the SMART platform thus improving uptake of self-service capabilities and customer experience.
• Proactively manage key internal and external stakeholder relationships ensuring timely and accurate delivery of promises. Build lasting relationships with clients and team members based on trust and reliability.
• Take a proactive approach to client issue resolution; escalating where necessary and seeing through to resolution by engaging and coordinating with relevant internal and external stakeholders as required.
• Meet or exceed Key performance indicators as agreed by the business while providing excellent and consistent service to our customers while abiding by General Data Protection Regulation (GDPR) rules.
• Complete all mandatory e-learnings/training at Oxygen business school.
• Provide feedback and recommendations for improvement of customer service processes and systems to managers and colleagues and proactively contribute new ideas to support the improvement of the overall customer experience.
• Demonstrate knowledge of relevant systems, products, processes, and procedures to aid delivery of a first-class service to our customers.
• Model behaviors that demonstrate commitment to Zurich values – Customer First, Collaboration and Make it Happen.
• Take part in training and other learning opportunities to expand knowledge of the product and service offerings that will enable self-development and better service to our customers.
• Assist in onboarding new scheme customers in a timely controlled manner, Overcoming any servicing objections and obstacles.
• Demonstrate an understanding of customer´s needs, and ensure they are met by following documented guidelines and rules and acting within agreed authority levels to ensure fair treatment of customers.
• Show strategic alignment to customer values and identity and Share knowledge and expertise with other colleagues.
• Adhering to all company values, policies, and procedures.
• Seek progression to roles of increased responsibility and use knowledge to develop and drive best practice.
• Take accountability for participating in the performance management cycle.
• Act to achieve a positive team culture and working environment

To be successful in this role, you will need:

• Bachelor’s degree preferred (or equivalent), and 2 or more years of experience in a related field.
• Basic understanding of the Insurance Industry and employee’s benefits.
• Previous experience working within an international and diverse cultural organization would be beneficial.
• Familiarity with accounting packages/online banking syste