Key Responsibilities Respond to customer enquiries and incidents with empathy, accuracy, and professionalism. Manage BAU (business-as-usual) tasks efficiently, ensuring service levels are met. Escalate complex issues appropriately and follow through to resolution. Maintain compliance with regulatory standards and internal procedures. Document interactions and outcomes clearly and accurately in service systems. Shape Required Skills & Experience Experience in customer service, preferably within a regulated industry (e.g. financial services, insurance). Strong communication skills in English, both written and verbal. Ability to manage multiple tasks and priorities effectively. Calm and composed when handling customer incidents or complaints.
Interact with customers to provide accurate information and respond to inquiries related to Proactive services
Deliver professional and effective customer support, ensuring high levels of satisfaction
Guide insureds in understanding and mitigating risks associated with their coverage
Maintain detailed records of customer interactions, transactions, and feedback
Communicate confidently with clients and brokers, ensuring credibility and clarity
Provide feedback to improve the efficiency and effectiveness of customer service processes
Develop and maintain strong working relationships with internal Proactive teams
Ability to work independently while also contributing to a collaborative team environment
Demonstrated experience in a customer service or customer-facing role is essential
