Senior Customer Service Representative

Job description

Description and Requirements The Team You Will Join On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide.

Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time. The Opportunity We are looking for a Customer Service Senior Representative to join our team and play a key role in delivering an outstanding customer experience. The successful candidate will serve as the primary point of contact for customers, ensuring efficient service delivery, timely issue resolution, and continuous enhancement of customer journeys.

Key Responsibilities

Handle walk-in customers and respond to inquiries through front-desk and digital channels. Process customer requests and provide policy servicing support efficiently and accurately. Support customer retention initiatives and policy conservation activities. Receive, investigate, and follow up on customer complaints and service requests in a timely manner. Monitor customer transactions and confirm bank payments related to policies.

Handle wire transfer allocations and ensure proper reconciliation with customer policies. Coordinate with internal stakeholders to ensure seamless service delivery and effective issue resolution. Monitor service quality standards and contribute to improving the overall customer experience. Identify opportunities to enhance customer journeys, streamline processes, and improve service efficiency. Utilize Power BI and AI-enabled tools to generate insights, support reporting, and drive continuous service improvement.

This role is ideal for a customer-focused professional who is passionate about delivering exceptional service, building strong customer relationships, and contributing to a culture of continuous improvement.

Required Qualifications

Bachelor’s degree in Business Administration, Insurance, Finance, Marketing, or a related field. 3-5 years of experience in customer service, policy servicing, customer operations, or a related insurance/financial services role. Strong customer-oriented mindset with a passion for delivering exceptional service experiences. Excellent communication and interpersonal skills, with the ability to effectively engage with customers and stakeholders at all levels.

Strong problem-solving and complaint-handling abilities, with a focus on timely and effective resolution. Ability to manage multiple tasks, prioritize workload, and work efficiently under pressure. Strong attention to detail and accuracy in transaction processing and customer follow-up. Experience coordinating with cross-functional teams to resolve customer issues and improve service delivery. Good understanding of customer retention, policy conservation, and customer experience principles.

Proficiency in Microsoft Office applications, particularly Excel and PowerPoint. Advanced knowledge of Power BI, including dashboard creation, reporting, and data analysis. Strong interest in leveraging AI-powered tools and digital solutions to enhance customer service, reporting, and process efficiency. Self-motivated, proactive, and committed to continuous improvement and innovation. Fluent in Arabic and English, both written and spoken.

Preferred Qualifications

Experience in the life insurance or financial services industry, with a solid understanding of policy servicing and customer retention practices. Proven experience in customer journey improvement, process optimization, and service quality enhancement initiatives. Strong analytical capabilities with hands-on experience using Power BI to develop dashboards, generate insights, and support business decision-making. Practical experience leveraging AI tools and automation solutions to improve customer service efficiency, reporting, and customer experience outcomes.

Exposure to customer complaints management, root-cause analysis, and implementing corrective actions that drive sustainable service improvements.