Senior Service Consultant - Complaints

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 Senior Service Consultant, Complaints to join the Service Centre team.

In this role, the Senior Service Consultant will be responsible for resolving direct and indirect customer complaints ensuring that they are dealt with in accordance with the local complaints policies.
 

As a Senior Service Consultant - Complaints, your role will involve:

• Provide a customer-focused and responsive service for all customers you assist with a complaint, Members’ Enquiry, complex/escalated issue – reviewing/investigating and responding to all concerns raised in a way that is positive and helpful, maximizing early resolution of issues, minimizes further problems for customers and keeping customers always updated.
• Contact complainants as early as possible to ensure that their concerns and desired outcomes are fully understood, managing expectations early on where this is required.
• Engage with colleagues promptly and proactively from other teams, including managers, to gather information required to fully investigate and respond to complaints, Members’ Enquiries and complex queries.
• Adhere to SLA's and complete any promised follow up actions to remedy issues for customers in a timely and high-quality way, in line with what was agreed with customers, minimizing further issues and complaint escalation.
• Manage customer expectations regarding policy and process in a nonconfrontational and customer-focused manner, offering alternatives where possible.
• Assist customers in a way that complies with relevant regulatory and legislative requirements including those regarding data protection and applying learning from relevant training and minimizing risk.
• Identify and share emerging issues for customers which help improve the service offered by the Customer Resolution Team and other teams, including raising issues that re-occur.
• Assist with the completion of regular complaints & correspondence reports, by collating information from supporting systems and assisting with the commentary required.
• Use your initiative, knowledge, and judgement to assess and resolve problems including prompt escalation to managers as required.
• Develop and maintain knowledge of other services to ensure you support customers and other services in the most effective way.
• Assist with quality and timely responses to customer emails or enquiries received through our websites during busy periods and/or when cover is needed for training.
• Undertake ad-hoc tasks as identified by the Contact Center Team Leader, Service Delivery Manager, or managers from the services that you assist.
• Work collaboratively across all Operational areas and assist with BAU Contact center tasks.
• Demonstrate a flexible and co-operative approach towards changing business needs.
• Assist with Regulatory audits around complaints process and findings.

To be successful in this role, you will need: 

• Bachelor’s degree in business/finance would be an added advantage.
• 2 years or more’ experience in customer handling and complaints management, preferably within the Insurance Industry.
• High level of written and verbal skills to assist customers in a clear and helpful way across all communication channels.
• Ability to communicate complex information concisely. 

Skills:

• Analytical and problem-solving mindset.
• Accuracy and Attention to details.
• Effective personal organization and planning skills, 
• Intermediate knowledge of Microsoft office packages– Word, Excel, and PowerPoint.
• Excellent negotiation and communication skills both written and verbal in English.

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 

Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  AE - Dubai 
• Remote working: No
• Schedule: Full Time
• Recruiter name: Taniya Baby
• Hiring Manager: Kapil Dilip Pamnani 
• Closing Date: January 15, 2025