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Inbound Supervisor


Job Summary

Under direct supervision, process non-routine telephone and electronic inquiries from the organization’s agents/brokers, insured, regulators, customers, claimants and prospective customers, to ensure delivery of excellent customer service.

Job Accountabilities - Key Accountabilities

• Research and respond to telephone and electronic inquiries from customers.
• Enter inquiry data into tracking system.
• Prepare Agent Broker Referrals to prospective customers (identify and provide a list of four agents in customer´s vicinity).
• Locate claims office staff for insureds and other parties calling to report claims.
• Identify appropriate business or marketing reps for agents seeking appointments.

Business Accountabilities

• Carry out incident and problem management within customer service, identify and escalate customer issues in special or emergency situations, and escalate feedback relating to process and system issues.
• Liaise with internal and external customers in order to exchange information, clarify facts, and resolve queries and/or problems, and adjust release of jobs based on business priorities in order to ensure excellent customer service delivery.
• Operate equipment (e.g. phones and tracking systems) within a straightforward routine or process, constantly monitoring the quality of outputs to ensure they fit business requirements.
• Follow standard ordering procedures to ensure adequate value supplies/resources (e.g. paper, envelopes etc.) are available to meet work unit requirements.
• Follow relevant procedures to ensure adherence to the organization´s risk, health and safety and compliance policies.
• Organize information according to procedures by filing, data entry, checking/matching data, etc. to ensure accurate records are maintained on a day-to-day basis.
• Provide feedback relating to the quality and efficiency of processes and systems in customer service.

You are the heart & soul of Zurich! 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. 

Let’s continue to grow together!


  • Location(s):  ID - Jakarta 
  • Remote working:
  • Schedule: Full Time
  • Recruiter name: Marina Destiana
  • Closing date:

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