Job Description

Job Details
Job Title	Associate Client Services
Job Accountability	The job holder will be responsible for achieving customer delight by pleasantly and professionally servicing walk-in customers as one stop shop by providing accurate and timely product / services information, generating new business, servicing life cycle including renewals and executing other service requests within defined authority (i.e claim intimation); act as a liaison among customer and various internal departments and resolve any emerging bottlenecks/complaints with accuracy and efficiency. The job holder will be additionally responsible for servicing internal customers as per the roles and responsibilties defined from time to time..

Accountabilities

· Greeting the customer courtesously, professionally with pleasing personality. Attending to their requirements diligently.

· Providing information on Sukoon products by understading customer requirements and executing them as per Sukoon policy.

· Providing quotes on pre underwritten products (i.e Consumer Lines)

· Issuing policy documents, service documents and executing other service requests accurately, efficiently and timely as per Sukoon policy and guidelines.

· Registering customer complaints in the Complaints Management System and resolve them either directly or cojointly with other concerned departments.

· Issuing policy documents, service documents and executing other service requests accurately, efficiently and timely as per Sukoon policy and guidelines for the defined internal customers.

· Others as prescribed by line manager : Project, Report, Periodical Trainings, any other activity.

· Ensuring cleanliness in the front desk area with amenities pertaining to customers are up to date.

· Ensure the monthly conversion ratios are met.

Key Performance Indicators (KPIs)

Product knowledge
No. clients served
NPS
Conversion Ratio
Premium Budget

Skills Required

· Excellent Communication Skills.

· Presentable, Well Mannered and Courteous.

· Should be well organized, able to multi task with ability to handle work pressure.

· Working Knowledge of MS Office (Word, Excel, Power Point, Internet etc.).

· Insurance expereince will be an added advantage.

· Arabic speaking, reading and writing will be an added advantage.

Competencies (As per OIC’s Competency Dictionary)

§ Customer Service

§ Drive for Results

§ Passion for Excellence

§ Analytical Thinking

§ Confidence

§ Influencing Others

§ Proactivity

§ Openness

Education, Experience and Formal/Professional Qualifications

· Graduate in any faculty from a recognized university.

· 2 year expereince in a reputed insurance company or broking firm.

· Fluent in Arabic

Associate SCM Officer

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