CX Ambassador

About ShoryShory is a licensed UAE insurance broker, regulated by the Central Bank of the UAE. We make buying and managing motor insurance simple, and our CX team is where that promise is kept.About the roleOur Customer Support Agents are the first point of contact for Shory customers across calls, live chat and email. You will handle motor insurance enquiries from quote through to policy issuance, resolve service requests, and own each case through to closure.This is a frontline role in a fast-moving team. You will be trusted with customer data and policy decisions from early on, so accuracy and sound judgment matter as much as a good manner on the phone.What you will doHandle inbound calls, chats and emails, and resolve customer enquiries at first contact wherever possibleGuide customers through quotes, purchases, policy transfers, endorsements, cancellations and refundsVerify customer and policy details accurately before any action is taken on an accountDocument every interaction in our CRM with complete and accurate case notesFollow up on open cases and keep customers updated until their request is fully resolvedEscalate correctly and hand over cleanly when a case needs specialist or back office supportMeet individual targets on quality, productivity and customer satisfactionApply coaching and feedback quickly, and contribute to how the team improves its serviceQualificationsHigh school certificate or equivalent. A diploma or bachelor's degree is preferred1 to 3 years of contact centre or customer-facing experienceStrong spoken and written English and ArabicComfortable working across voice, chat and email in a fast-paced environmentAccurate and detail-oriented, with a disciplined approach to verification and data handlingAble to stay composed with difficult customers, and to take feedback and apply itConfident with digital tools and able to find the right answer in a knowledge base quicklyAvailable for rotational shifts, including evenings, weekends and public holidaysInsurance knowledge is an advantage, not a requirement. Full product and systems training is provided