Assistant Vice President - Call Centre /Customer Service - Dubai | Financial Services| Orient Insura

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

What you will do:

• Able to collaborate and coordinate with various department for resolution
• Ensure regular training,supervising, guiding and motivating their staff members to provide excellent services to customers
• Implement new customer service metrics and reporting systems
• Conduct daily team huddles to ensure that team members are provided with any process changes and/or updated information
• Monitor call center performance metrics and develop and implement strategies to improve customer service
• Strict adherence to process turn around times and adhere to commitments made to the client

Required skills to be successful:

• Highly motivated with an ability to handle work pressure and to meet tight deadlines
• Excellent communication and interpersonal skills with high customer service orientation
• Excellent time management and organization skills
• Excellent Telephone Etiquette
• Excellent Problem solving abilities
• Excellent Data Analytical skills

What equips you for the role:

• Must have 5+ years of Call Center /Customer service Experience as a team Leader
•  Bachelor’s degree (Commerce/Science / Arts / Business Administration)
• Strong knowledge in Process improvement, Quality Assurance & Training & Development
• Should be a good team player and manage a team of 15 employees

About Orient Insurance PJSC:

Orient Insurance Company commenced operations in 1982 as a part of the reputed Al-Futtaim Group and has since recorded a progressively steady growth. The Company is counted among the leaders in the UAE insurance market. Orient Insurance Company has a paid-up capital of AED 500 Million which is the highest in the insurance industry in UAE. With head office in Dubai, the company serves its clientele through an extensive branch network in Jebel Ali, Abu Dhabi, Al Ain, Sharjah and Ras Al Khaimah in UAE, Muscat in Sultanate of Oman and Bahrain.