Customer Service Team Lead

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Licensing (property and casualty, life and health) is paid for, with study time during work hours.

The role

Celtic Benefits is hiring for its Member Services team in Dubai. Full-time and part-time shifts available. Our headquarters is in Dublin, and about a third of the team works remotely from other countries. We hire in the UAE through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 10:00 AM to 4:00 PM UK time. We send you a laptop and the accessories you need on day one.

Your responsibilities

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Update customer records accurately.
• Follow scripts and required disclosures on recorded lines.
• Notice repeat problems and report them to your team lead.
• Look up orders, accounts and shipping status in the CRM and order system.
• Escalate complaints that need a supervisor or another department.
• Meet targets for handle time, quality score and customer satisfaction.

Required qualifications

• 7+ years of customer service, retail, hospitality or call centre experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Typing speed of at least 35 WPM.
• Must pass a background check.

Preferred qualifications

• Prior billing or insurance call centre work.
• Zendesk, Five9 or Genesys experience.
• Bilingual English and Spanish (pay differential)

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Salary range: AED 12,000 - AED 15,000 per month

Perks and benefits

• Flexible hours.
• Wellness allowance.
• 20 days paid time off.
• Annual learning budget.
• Co-working space stipend.
• Home office setup budget.
• Paid sick days.

Applications are reviewed on a rolling basis.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Celtic Benefits.