Customer Support Assistant

Job Summary

Job Accountabilities

As a Customer Support Assistant, your responsibilities will include:

• Delivering timely, high-quality service to Savings customers.
• Demonstrating commitment to Zurich’s corporate values.
• Proactively managing key stakeholder relationships.
• Applying knowledge of relevant systems, products, and procedures.
• Processing withdrawals and contributions within agreed SLAs.
• Resolving complaints promptly and customer-focused, conducting root cause analysis, and implementing preventive measures.
• Taking a proactive approach to issue resolution, escalating as needed, and coordinating with internal stakeholders.
• Participating in problem-solving sessions focused on customer, control, and cost.
• Acting as the primary point of contact for clients, coordinating responses with team members and departments.
• Gathering customer insights and driving service improvements.
• Facilitating customer surveys (TNPS) to identify improvement opportunities.
• Achieving both qualitative and quantitative targets.
• Suggesting new ideas to enhance the customer experience.
• Participating in projects to support personal development.
• Ensuring adherence to regulatory and compliance standards.
• Seeking opportunities for advancement and sharing best practices.
• Taking ownership of your performance management.
• Contributing to a positive team culture and working environment.

Business Accountabilities

• Maintain oversight of service delivery to the customer. 
• Investigate and assess unusual and/or complex customer/distributor queries or service requests and employ established techniques to determine an appropriate course of action. 
• Identify and comply with the main principles relevant to legal and regulatory controls that govern standard work practices. 
• Contribute to identify potential risks and issues of non-compliance. 
• Review and analyze customer service levels using standard reporting tools and highlight discrepancies if any. 
• Support the development of new and expanding business opportunities. 
• Recommend and implement changes to processes systems. 
• Ensure that appropriate documentation, implementation and communication of established policy procedures and operating standards is up to date. 

Job Qualifications

To be successful in your role, you will need:  

• A bachelor’s degree (or equivalent). 
• 1-2 years’ experience in corporate savings or corporate risk operations. Only candidates with relevant experience will be considered.  
• Strong understanding of insurance, corporate life/savings, and pensions or end of service benefits is highly desirable.  
• Experience working in an international and culturally diverse organization would be an advantage.  

Skills:   

• Analytical and problem-solving mindset.  
• Accuracy and Attention to details.  
• Intermediate knowledge of Microsoft office packages– Word, Excel, and PowerPoint.  
• Excellent negotiation and communication skills both written and verbal in English.