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Customer Support Manager


Job Summary


Zurich Middle East is part of Zurich Insurance Group, one of the world’s largest and most experienced insurers. Our mission is to help our local community understand and protect themselves from risk both locally and globally.


Reporting to the Head of Client Services, the Customer Support Manger is expected to handle telephone and electronic inquiries from agents/brokers, insureds, regulators, customers, claimants, prospective customers and refer to the appropriate business unit, service unit or claims office to enable customers to solve complex problems and improve business.

Job Accountabilities


As Customer Support Manger, your role will involve: 


  • Research, respond to and resolve telephone and electronic inquiries from customers.
  • Handle distributor remuneration, support the implementation of sales initiatives, networks, events and systems, execute the liaison between the field and internal areas on customer and distributor issues and maintain management data in the Sales and Distribution systems.
  • Handle Department of Insurance and Consumer Complaints cases.
  • Enter inquiry data into tracking system.
  • Resolve difficult situations that may require extensive research and knowledge.
  • Identify appropriate business or marketing reps for agents seeking appointments, identifying agents for prospective customers who wish to purchase insurance from the Organization and locating claims office staff for insureds and other parties calling to report claims.
  • Provide advice and product expertise to customer service staff, team members, agents/brokers, insureds, regulators, customers, claimants, prospective customers.
  • Anticipate, recognize and respond to needs of customers and Support implementation of customer initiatives.
  • Resolve technical problems by referring to policies, procedures, specifications.
  • Make recommendation by comparing alternatives for solving problems or improving procedures or products and provide recommendations.
  • Provide technical expertise for short-term, defined scope projects.
  • Train new Customer Support Associates.

Job Qualifications


To be successful in this role, you will need:


  • Strong Arabic and English Speaking and writing skills 
  • Bachelors Degree
  • 2 or more years of experience in the Sales Support and Analytics area
  • Effective communication, negotiation and settlement skills. 


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: Unood Ibrahim
  • Closing date:

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