Qureos Mentor

GIG Gulf

<div>
 
 
 Who we are
 
 
 
 GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 13 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 3.83 billion and $69 million net profit for the year 2023. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.
 
 
 
 
 
 GIG Gulf is an &lsquo;A&rsquo; rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.
 
 
 
 
 
 GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region&rsquo;s digital insurer of reference, committed to running our operations in a responsible, sustainable way
 
 
 
 
 
 
 Job purpose:
 
 
 
 To ensure healthcare providers and GIG GULF valued members are dealt with effectively and efficiently across touchpoint and access channels. We are looking for a Customer Center executive who combines excellent customer service and problem-solving skills, with the ability to work both independently and as a part of a team. He/she should also have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment. It is also vital that he/she displays exceptional verbal and written communication, interpersonal and active-listening skills, as well as the ability to prioritize issues and respond accordingly.
 
 
 
 
 
 This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer's complete satisfaction without the need to refer the customer on. This will include resolving complex and challenging situations from all customer groups - individual, corporate and intermediaries.
 
 
 
 
 
 You will be a Customer Service Champion, putting the customer at the center of everything you do and putting forward ideas for the continual improvement of the customer experience.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Provide extraordinary service to our customers via phone, email, and other access channels
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 Taking end to end ownership for the resolution of all customer enquiries and contacts. Manage all queries through to resolution
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 Accurately maintaining and updating customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact
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 Achieving all targets for contact handling, turnaround times, quality, productivity, and many others as established by the management
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 Being a role model for the team demonstrating outstanding personal behaviors and performance
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 Being a Customer Service Champion. Contribute to the continuous improvement process by putting forward ideas for improvement and contributing to focus groups
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 Handling patients, referral sources, and administrative department inquires
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 Receiving and responding to telephone and written inquiries relating to healthcare policy benefits and claims from either private or corporate clients/policyholders.
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 Communicating with insurance companies and prior authorization requests
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 Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty
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 </ul>
 
 
 
 
 
 Essential Requirements:
 
 
 <ul>
 <li>
 Excellent team player, independent, diligent, and responsible, with a positive attitude under pressure
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 <li>
 Previous experience in healthcare customer service / contact center operations
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 Previous experience of a complex and multi skilled customer facing roles within a contact center setting
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 Excellent verbal and written communication skills
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 Computer literate
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 The job holder should understand the different aspects of the Healthcare Platform to be able to direct queries to the relevant parties where necessary.
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 The job holder requires a good understanding of all medical policies and the claims and reimbursement process
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 The job holder requires a general understanding of the reasons for inclusion / exclusion of certain treatments or conditions.
 </li>
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 Language skills are an advantage in this position. The job requires proficiency in English and Arabic (written and spoken)
 </li>
 </ul>
</div>

Customer Services Executive - Healthcare ***ONLY Emiratis with family book***

<div>
 
 
 Who we are
 
 
 
 GIG Gulf (a Fairfax company) is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 12 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 4.01 billion and $84 million net profit for the year 2024. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.
 
 
 
 
 
 GIG Gulf is an &lsquo;A&rsquo; rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.
 
 
 
 
 
 GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region&rsquo;s digital insurer of reference, committed to running our operations in a responsible, sustainable way.
 
 
 
 
 
 
 Job Purpose:
 
 
 
 Develop and maintain business relationships with clients, brokers, and prospects to ensure retention of accounts and grow business to meet predefined targets. Identify and maximize new direct business sales opportunities and ensure future sales opportunities and growth while working in close collaboration with key internal GIG teams.
 
 
 
 
 
 Key Responsibilities
 
 <ul>
 <li>
 Prepare and deliver renewal terms to the clients following thorough claim experience analysis in collaboration with Corporate Health Pricing team.
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 <li>
 Monitor the performance of an allocated client portfolio. Deliver timely claims reports to clients, communicate any abnormal trends with technical explanation and possible suggestions to better manage clients&rsquo; expectations.
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 Pursue direct sales opportunities, receiving sales enquiries and working with internal teams to respond to tender requests, converting tenders into sales of the company&rsquo;s products to meet agreed annual sales targets.
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 Work with the underwriting teams to ensure all enquiries are accompanied by a full and complete presentation of underwriting information, competitor&rsquo;s rates/terms/conditions if available and any other commercial/political information for consideration of underwriters and/or reinsurers.
 </li>
 <li>
 Ensure insurance premium is collected in line with the Company&rsquo;s terms of business liaising with credit control to minimize outstanding debt.
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 Manage all kinds of escalations such as delayed e-cards issuance, member additions and deletions, delayed / declined approvals/preapprovals, reimbursement issues, and customer service complaints.
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 Perform any other related duties as required to support the activities and overall strategic directions in order to ensure the profitability of the company.
 </li>
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 Effectively communicate and collaborate with all internal teams to achieve positive results to contribute to overall company growth.
 </li>
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 Maintaining strong relationship and scheduling regular meetings with current clients to ensure customer satisfaction and explore growth opportunities.
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 Working closely with the broker team for any joint opportunities
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 Keep compliance according to regulation and internal risk and credit control for the clients under his/her portfolio
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 Drive proactive sales activities to achieve and exceed growth targets through structured prospecting, pipeline development, and consistent follow‑up with prospects.
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 Strengthen and manage broker relationships by ensuring regular engagement, joint planning, and alignment on business objectives.
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 Develop broker‑specific sales strategies to expand market reach and maximize revenue opportunities.
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 Provide brokers with up‑to‑date product information, market insights, and sales tools to enhance their effectiveness in presenting GIG solutions to clients.
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 Support brokers in positioning and defending renewal terms with clients by offering technical explanations, claim insights, and value‑added arguments
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Minimum requirements of role
 
 
 
 
 
 
 Essential:
 
 <ul>
 <li>
 
 Omani national.
 
 </li>
 <li>
 Educated to a degree level.
 </li>
 <li>
 3&ndash;5 years of experience within the insurance market in Oman.
 </li>
 <li>
 Strong working knowledge of Medical / Employee Benefits (EB) products and brokers in the Oman market.
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 Good understanding of competitors, including their product offerings and pricing strategies.
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 Basic understanding of underwriting policy, risk assessment, authority levels and protocols.
 </li>
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 Strong relationship-building, negotiation, and communication skills.
 </li>
 </ul>
 
 
 
 
 Desirable:
 
 <ul>
 <li>
 Proven experience in Sales and Account Management, preferably with exposure to regional markets, brokers and direct clients.
 </li>
 </ul>
 
 
</div>

Business Development Manager

<div>
 
 
 Who we are
 
 
 
 GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 13 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 3.83 billion and $69 million net profit for the year 2023. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.
 
 
 
 
 
 GIG Gulf is an &lsquo;A&rsquo; rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.
 
 
 
 
 
 GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region&rsquo;s digital insurer of reference, committed to running our operations in a responsible, sustainable way.
 
 
 
 
 
 
 Job purpose:
 
 
 
 The IT Service Desk Agent will be working as part of a team that is responsible for 1st line IT support for GIG Gulf staff. The role is based in GIG Gulf office in Bahrain Bay.
 
 
 The team works on answering, attending and resolving all the L1.5 issues addressed to the IT Service Desk and escalates the rest to the appropriate teams in other levels as per standard procedures and agreements.
 
 
 The agent will be troubleshooting basic end-user issues on various software applications, hardware, network and telecommunications systems and provide basic to advanced desktop support.
 
 
 The role requires excellent customer service, communication (written + verbal), and analytical skills.
 
 
 
 
 
 
 IT Service Desk Agent (Level 1.5) role summarized in 3 points:
 
 
 
 
 
 
 1)Customer Service and Communication: Strong customer service and communication skills (written + verbal) to interact with users, explain technical concepts, actively listen, and provide timely and professional support.
 
 
 2) Technical Proficiency: Strong foundation in operating systems, hardware, software applications, and network basics with the ability to diagnose and troubleshoot technical issues.
 
 
 3) Problem-solving and Analytical Skills: Effective problem-solving, analysis of issues reported by users, identification of root causes, and implementation of appropriate solutions.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 Service Desk End-User Support
 
 
 <ul>
 <li>
 Manage end-user issues raised to Service Desk (Level 1.5) through tickets and calls received through IVR
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 Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI&rsquo;s
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 Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
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 Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
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 Provide high-quality resolutions of assigned tickets and managing the expectations of the users
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 Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
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 <li>
 Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)
 </li>
 </ul>
 
 
 
 
 
 Operational &amp; Technical Responsibilities:
 
 
 
 
 Communication
 
 
 <ul>
 <li>
 Act as the 1st point of contact for all IT related issues or requests
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 <li>
 Build a strong trust relationship with business users across the region
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 Build strong collaboration with level 2 and 3 IT teams
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 Create and update documentation for end-users when needed for known issues/requests
 </li>
 </ul>
 
 
 IT Support
 
 
 <ul>
 <li>
 Create and modify user accounts for Active Directory and all applications
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 <li>
 Install end-user software (licensing validity and availability checks)
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 Deployment of new applications (and/or upgrades) and follow-up
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 Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendor
 </li>
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 Manage applications permissions changes for end-users
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 <li>
 Create mailboxes/shared mailboxes / DL and troubleshoot email issues (Exchange Online/Office365)
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 Troubleshooting of printer issues
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 Call center system support
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 Mobile management enrollment and activation
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 Shared folders permissions management
 </li>
 </ul>
 
 
 Security
 
 
 <ul>
 <li>
 Ensure full compliance with the Information Security policy and procedures
 </li>
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 Review encryption and antivirus definition status and remediate any issues
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 Administrative Privileges management
 </li>
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 Ensure that all provided laptops have the necessary physical security measures
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 Scan computers for virus infection
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 Provide physical access to staff and visitors as necessary.
 </li>
 </ul>
 
 
 Network and Telecom
 
 
 <ul>
 <li>
 Troubleshoot end-user internet issues
 </li>
 <li>
 Local area network and Ethernet connections support
 </li>
 <li>
 Wireless network access basic support
 </li>
 <li>
 Headset phone and softphone setup for call center staff
 </li>
 <li>
 VPN configuration and troubleshooting
 </li>
 </ul>
 
 
 
 
 
 Essential Requirements:
 
 
 
 
 Communication and Soft Skills
 
 
 <ul>
 <li>
 Excellent communication skills in English, both verbal and written
 </li>
 <li>
 Critical and analytical thinking and creativity &ndash; always challenging the status quo and find better ways to complete tasks
 </li>
 <li>
 Conflict Resolution &ndash; ability to resolve problems and complex situations
 </li>
 <li>
 Active listening and empathy &ndash; ability to listen and understand users to address their needs
 </li>
 <li>
 Team player &ndash; ability to work with a team and influence a positive collaborative culture
 </li>
 <li>
 Ability to prioritize workload appropriately based on the impact on the business
 </li>
 </ul>
 
 
 
 
 
 Technical Skills
 
 
 <ul>
 <li>
 Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
 </li>
 <li>
 Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
 </li>
 <li>
 Good understanding of Microsoft Active Directory services , Azure AD, Microsoft M365 Admin portal
 </li>
 <li>
 Excellent knowledge of Microsoft Office products including O365, Teams, Intune
 </li>
 <li>
 Familiarity with network architecture, LAN network protocols and client-server business applications
 </li>
 <li>
 Familiarity with Citrix and remote desktop or any VDI platform
 </li>
 <li>
 Familiarity with Distributed File Sharing
 </li>
 <li>
 Excellent skills in Excel to prepare weekly, monthly, quarterly reports on Quality of Service &amp; Service Desk KPI reports for management submission.
 </li>
 <li>
 Good understanding of ITIL framework or any other service management framework
 </li>
 <li>
 Excellent understanding of IT service management tools and ticketing system
 </li>
 <li>
 Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)
 </li>
 <li>
 Knowledge of using remote access tools for remote troubleshooting
 </li>
 <li>
 Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team
 </li>
 <li>
 Proficient in utilizing Microsoft Excel for generating reports related to service desk activities.
 </li>
 <li>
 Skilled in extracting and analyzing service desk data to identify trends, patterns, and performance metrics
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience
 </li>
 <li>
 5+ years&rsquo; experience in an IT Service Desk role
 </li>
 <li>
 ITIL v3/v4 Foundation Certification
 </li>
 <li>
 MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008
 </li>
 </ul>
 
 
</div>

IT Service Desk Agent

Join GIG Gulf and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

GIG Gulf

About Company

Customer Services Executive - Healthcare ONLY Emiratis with family book

Business Development Manager

IT Service Desk Agent