Customer Experience (CX) / Customer Care Representative

Department: Customer Experience / Operations

Employment Type: Full-Time / Shift-Based (24/7 or Extended Business Hours)

Role Overview

The CX Customer Care Representative is responsible for delivering seamless, accurate, and empathetic support across voice calls and digital chat channels. The role focuses on resolving customer queries, servicing policies, supporting claims, and ensuring high customer satisfaction while meeting strict TATs, SLAs, and compliance standards.

Key Responsibilities

1. Customer Support (Calls & Chats)

· Handle inbound and outbound customer interactions via phone calls, live chat, email, and messaging platforms.

· Provide prompt, accurate, and professional assistance to customers across all digital touchpoints.

· Maintain consistent service quality across both voice and non-voice channels.

2. Policy Servicing & Account Management

· Assist customers with:

o Policy issuance, renewals, endorsements, and cancellations

o Coverage details, benefits, exclusions, and premium explanations

o Policy documents, digital downloads, and account access

· Guide customers through self-service tools and digital platforms.

3. Claims Support & Coordination

· Support customers with:

o Claims intimation and digital claim submission

o Claims status updates and TAT expectations

o Document requirements and uploads

· Coordinate with internal claims teams to ensure timely resolution and customer communication.

4. Complaint Handling & Resolution

· Log, track, and resolve customer complaints within defined TATs and regulatory guidelines.

· Provide timely callbacks and follow-ups as required.

· Escalate unresolved or complex issues to appropriate teams while keeping customers informed.

· Ensure complaint resolutions comply with internal policies and regulatory standards.

5. Digital Experience Enablement

· Educate customers on using digital channels such as mobile apps, customer portals, and chatbots.

· Promote paperless processes and self-service options to improve efficiency and customer convenience.

· Capture customer feedback to help improve digital journeys and CX processes.

6. Compliance & Data Security

· Adhere to insurance regulations, company policies, and customer data protection standards.

· Follow KYC, AML, and verification processes during customer interactions.

· Ensure accurate documentation and call/chat logging for audit and quality purposes.

7. Performance & Quality Management

· Meet and exceed KPIs including:

o Average Handling Time

o First Contact Resolution

o Customer Satisfaction

o Quality scores and productivity metrics

· Participate in quality audits, coaching sessions, and ongoing training programs.

8. Documentation & CRM Management

· Accurately record customer interactions, complaints, and resolutions in the CRM system.

· Maintain detailed call and chat notes for future reference and compliance.

· Update case statuses and ensure proper closure within SLAs.

Required Skills & Competencies

• Communication & Customer Skills

· Excellent verbal and written communication skills. ( English & Urdu )

· Strong empathy, active listening, and problem-solving abilities.

· Ability to handle difficult conversations calmly and professionally.

• Technical & Digital Skills

· Comfortable working with CRM systems, chat tools, and digital insurance platforms.

· Fast and accurate typing skills for chat-based interactions.

· Basic understanding of insurance products (life, health, motor, or general insurance preferred).

• Behavioural Competencies

· Customer-first mindset with strong attention to detail.

· Ability to work in a fast-paced, target-driven environment.

· Willingness to work in shifts, including weekends and holidays if required.

Qualifications & Experience

· Bachelor’s degree in any discipline (preferred).

· 1–3 years of experience in customer service, preferably in insurance, fintech, or digital services.

· Freshers with strong communication skills may be considered.

Key Performance Indicators (KPIs)

· CSAT / NPS

· FCR

· AHT

· Adherence to TAT and SLAs

· Quality audit scores

· Complaint closure rate

Job Location: WEBDOC Head Office, Bahria Town Phase 7, Islamabad

Job Type: Full-time

Pay: From Rs40,000.00 per month

Application Question(s):

• Will you be able to reliably commute to Bahria Town Phase 7, Rawalpindi for this job?

Education:

• Bachelor's (Required)

Work Location: In person