Motor Call Center Officer

• Receive inbound calls professionally and courteously.
• Verify policy information and basic coverage and provide clear guidance on next steps and required documents.
• Provide accurate information and updates on claim files to clients and relevant stakeholders.
• Maintain a professional and empathetic approach, including when dealing with customers in distress.
• Manage difficult clients calmly and communicate in a clear, solution-oriented manner.
• Adhere to call scripts, service standards, company policies, data protection rules and regulatory requirements.
• Meet daily call handling targets and maintain acceptable average handling time, call abandonment and hold-time levels.
• Accurately log all customer interactions in the claims system and maintain complete and correct information and call notes.
• Identify inconsistencies and potential red flags in accident reporting and escalate suspicious cases to Claims Handlers or Team Leaders.
• Maintain accurate claims records and ensure proper record keeping.
• Liaise with customers, the Back Office/Admin Team, Contact Centre, IT and Claim Handling Team to follow up on documents, emails and claim-related matters..  

Job Requirements

• Minimum of 2 years of relevant experience.
• Minimum educational level: Higher School Certificate / Baccalaureate.
• Strong customer service and communication skills.
• Ability to work effectively with people and manage customer expectations.
• Good planning, organisation and follow-up skills.
• Ability to cope with pressure and manage difficult or distress situations professionally.
• Ability to make appropriate decisions and initiate action within established procedures.
• Strong attention to detail and accuracy in documentation and system updates.
• Ability to present and communicate information clearly and professionally.