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.
Engage with customers to provide information and resolve inquiries related to Proactive
Ensure customer satisfaction and deliver professional support
Guide insureds in understanding and managing risk
Maintain accurate records of customer interactions, transactions, and comments
Communicate effectively and professionally with clients and brokers
Offer feedback to improve customer service processes
Build strong relationships with internal Proactive teams
Capable of working independently and collaboratively
Prior experience in a customer service or customer-facing role is essential
