Customer Support Representative - Night Shift (Insurance)

About the role

An experienced Customer Support Specialist with a solid foundation in the insurance industry is sought to join a client-facing operations team. You will be the main point of contact for policyholders and prospective clients, handling account administration, resolving inquiries quickly and accurately, and providing high-touch support at key moments.

Key responsibilities

• Manage high-volume inbound client inquiries about policy options, claims workflows, order processing and account updates
• Explain insurance concepts, market trends and policy terms clearly so they build trust and retention
• Document client interactions and manage policy records in Microsoft Office and internal CRM systems, keeping everything compliant and audit-ready
• Identify common customer pain points, give feedback to cross-functional teams and help shape SOPs that improve satisfaction scores

Required profile

• Demonstrated customer support experience in the insurance sector, with knowledge of industry guidelines and policy lifecycles
• Bachelor's degree in Business, Marketing or a related field
• Excellent written and spoken English, with strong active listening and de-escalation skills; bilingualism is an added advantage
• Able to handle multi-channel queries, prioritise urgent tickets and stay organised
• Fully available and reliable for night shifts, Monday through Saturday

Required skills

• Microsoft 365 (Word, Excel, Outlook)
• Internal CRM systems

What we offer

• Comprehensive health insurance
• Dedicated life insurance coverage
• Performance-driven annual bonus
• A structured, high-growth environment with clear advancement paths in customer operations