Customer Support Representative - Night Shift

We are seeking an experienced Customer Support Specialist with a strong background in the insurance industry to join our client-facing operations team. In this role, you will serve as the primary point of contact for policyholders and prospective clients, ensuring smooth account management, promptly addressing inquiries, and providing personalized support during important decision-making moments. Your expertise will help maintain high customer satisfaction and foster long-term client relationships.

Key Responsibilities

Deliver End-to-End Resolution: Manage a high volume of inbound client inquiries, addressing questions and concerns related to policy options, claims processes, order handling, and account updates with accuracy and efficiency.

Guide with Industry Insight: Simplify complex insurance concepts, market trends, and policy details into clear, understandable information that builds trust and encourages client retention.

Maintain Operational Accuracy: Accurately document all client interactions and update policy records using Microsoft Office tools and internal CRM systems, ensuring full compliance with company policies and audit requirements.

Drive Client Advocacy: Identify recurring customer challenges, provide actionable feedback to cross-functional teams, and assist in developing standard operating procedures (SOPs) aimed at improving overall customer satisfaction.

Required Qualifications

Industry Experience: Proven experience in customer support within the insurance sector, with a thorough understanding of industry regulations and policy lifecycles.

Communication Skills: Excellent verbal and written English skills, complemented by strong active listening and conflict resolution abilities. Bilingual proficiency is considered an advantage.

Organizational Skills: Ability to handle multi-channel communications, prioritize urgent requests, and balance client engagement with meticulous administrative work.

Educational Background and Technical Proficiency: Bachelor’s degree in Business, Marketing, or a related field. Proficient in Microsoft 365 applications including Word, Excel, and Outlook.

Schedule Availability: Willingness and reliability to work night shifts from Monday through Saturday.

Preferred Qualifications and Benefits

We offer a comprehensive benefits package that includes health insurance and dedicated life insurance coverage. Employees are also eligible for a performance-driven annual bonus. This position provides a structured, growth-oriented environment with clear advancement opportunities within customer operations.

If you are a motivated professional with a passion for delivering exceptional customer service in the insurance industry, this role offers the chance to make a meaningful impact while advancing your career.