Concierge Ambassador

Shory is the soft revolution in the Insurtech market. Welcome to a new age where insurance actually empowers its customers. We use technology to serve our customers and create ease of mind and trustworthiness around insurance needs. With Shory, a new time has begun.

About the Role & Opportunity

We are looking for a Concierge Ambassador to join our UAE team who will be responsible for interacting with VIP customers to provide high-level customer service information that ranges from basic or scripted information in response to routine or ad hoc inquiries about products and services. The role includes handling and resolving general complaints from our VIP customers or companies.

• Knowledge of business products to recommend the appropriate products to our customers and/or resolve customer issues in the most effective way.
• Research products or services to stay up to date on their features, benefits, and potential issues.
• Provide accurate and up-to-date information about products or services to customers, including technical specifications, pricing, and availability.
• Identify business sales opportunities based on customer inquiries or problems, keeping up to date with any product changes.
• Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Interface with all stakeholders such as customers, insurance companies, and operations to ensure a high level of service.
• Focus on building strong relationships with customers by listening to their needs, providing personalized service, and following up on their concerns.
• Communicate clearly and effectively with customers, using language that is easy to understand and appropriate for the situation.
• Identify and resolve customer issues quickly and effectively.
• Follow established workflows to handle customer inquiries and issues consistently and efficiently.
• Ensure that all interactions are recorded and that important information about the customer and their issue is captured.
• Comfortable using the tools and systems provided to deliver efficient and consistent service, including customer service software, knowledge bases, or CRM systems. Track metrics like call volume and resolution time to identify areas for improvement.
• Knowledge of the structure and content of the English or Arabic language, including the meaning and spelling of words, rules of composition, and grammar.
• Convey empathy and understanding to customers, which is essential for building strong customer relationships.
• Project a professional image to customers through written communication, phone conversations, or in-person interactions.
• Resolve conflicts and de-escalate situations with upset customers.
• Highly organized to manage customer inquiries and issues efficiently.
• Ensure time management for customer service to resolve inquiries and issues promptly.
• Manage customer data, including contact information, service history, and preferences, to provide personalized service.

About the Skills, Education & Experience Required

To be considered for this role, you will need to have at least 4 to 8 years of experience in a call center or customer service environment.

• Bachelor's degree in mass communication or any other related field.
• Experience in using CRM technology.
• Strong process and procedure mindset for consistency and quality.
• Available to work holidays and weekends with a flexible mindset.
• Excellent written and verbal skills in Arabic and English.

If you have the relevant experience and are interested in being part of our team, please take the time to apply for this position.