The job profile for this position is Customer Service Representative, which is a Band 1 Professional Career Track Role.

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Job Summary:
We are seeking a professional and empathetic Customer Service Representative to join our team in Kuwait. The ideal candidate will be the first point of contact for clients, internal/external auditors and policyholders, providing assistance, resolving issues, and delivering excellent service related to medical insurance products and services.

Key Responsibilities:
• Respond promptly to customer inquiries via phone, email, and in-person.
• Explain medical insurance policies, coverage details, claim procedures, and benefits clearly to clients.
• Handle and resolve customer complaints or issues efficiently and professionally.
• Assist with claim submissions, approvals, and follow-up processes.
• Coordinate with internal departments such as but not limited to client management, eligibility, claims, pre-authorization and provider networks to resolve customer concerns.
• Update and maintain customer records and documentation accurately.
• Ensure compliance with company policies, procedures, and insurance regulations.
• Interact with internal and external audits including regulatory audits and visits to the offices in a satisfactory manner.
• Provide feedback on service improvements and customer satisfaction trends.
• Always maintain confidentiality of information.

Qualification and requirements:
• Bachelor’s degree Administration, Insurance, Healthcare, or a related field.
• Experience working in the Kuwaiti healthcare or insurance market.
• Familiarity with health insurance regulations and practices in Kuwait.
• Previous experience in customer service, preferably in the insurance or healthcare sector.
• Strong communication skills in English and Arabic (verbal and written).
• Good knowledge of medical insurance terminology and processes.
• Excellent problem-solving and conflict resolution skills.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in Microsoft Office and customer service software (CRM systems).
Working hours: Sunday to Thursday, 8 AM to 5 PM (may vary)

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.