Operations Associate

• Handle inbound calls from customers/agents to resolve account queries
• Provide customer service for insurance policy transactions, including new business, renewals, amendments and enquiries
• Meet or exceed business KRAs, including NPS, Quality, Productivity and AHT or other specified metrics
• Work in a 24*7 environment with split offs and rotational shifts
• Work from the office or hybrid as specified by the business/process
• Collaborate with the team and adapt to adversity, business challenges and requirements
• Operate with minimal supervision

• High proficiency in verbal and written English (a neutral accent is preferred as customers are based in the US)
• Strong ability to multi-tasking
• Efficient in internet, computer usage, typing and web-based application skills
• High attention to detail and accuracy
• Numeracy, Products & Telephone etiquette
• Experience of minimum 1 year of contact center experience is required
• Highschool diploma
• English B2 (SVAR and WriteX score of 55 - 58)
• Willingness to work in a 24*7 environment, split offs and rotational shifts

• Employees can work remotely
• Willingness to work from office or Hybrid as specified by business / process
• Full-time employment