Job Description

About the Role

Our client is currently seeking motivated and customer-focused Customer Contact Agents to join its Front Office team.

The selected candidates will act as the first point of contact for customers requiring assistance while abroad, providing professional support through calls, emails, and online communication channels. This role requires empathy, strong communication skills, and the ability to remain calm and organised in challenging situations.

This opportunity is ideal for individuals with a customer service background, multilingual skills, or students currently studying nursing or healthcare-related subjects.

Key Responsibilities

Duties include but are not limited to:

• Acting as the first point of contact for customers abroad who require assistance.
• Registering and creating new cases within the internal system.
• Informing insured clients about procedures in an empathetic and efficient manner.
• Handling calls professionally while meeting service level agreements.
• Understanding insurance policy terms and conditions.
• Verifying policies through internal databases when required.
• Handling customer enquiries and complaints professionally and efficiently.
• Managing administrative tasks and internal inboxes.
• Capturing and maintaining accurate case information.
• Liaising with internal departments to support case handling.
• Supporting continuous improvement within team processes and operations.
• Ensuring compliance with company procedures, data protection, and regulatory guidelines.
• Providing excellent customer service at all times.

Requirements

• Fluent English is mandatory for all candidates.
• Fluency in one of the following combinations is required, depending on role allocation:
  • English, Arabic, and French
  • English and French
  • English and Italian
• Excellent communication and customer service skills.
• Strong organisational and problem-solving abilities.
• Good computer literacy.
• Ability to work effectively both independently and within a team.
• Positive attitude and customer-focused mindset.
• Ability to remain calm and professional under pressure.

Preferred Skills

• Previous experience in customer service, assistance, or claims handling will be considered an asset.
• Insurance or travel assistance experience is advantageous.
• Students currently studying nursing or healthcare-related courses are encouraged to apply.

Working Conditions

• Full-time role based on a 40-hour week.
• Rotating shift pattern including weekends and public holidays.

What’s on Offer

• Opportunity to join an international and dynamic customer assistance environment.
• Professional training and career development opportunities.
• Supportive team environment.
• Competitive remuneration package based on experience.

If you are passionate about helping people and thrive in a customer-focused environment, we would love to hear from you.