Customer Support

• Manage daily customer requirements, enquiries, service issues and escalations within agreed service levels
• Act as an escalation point for complex or sensitive customer cases through to resolution
• Manage end-to-end customer and supplier claims, including registration, validation, investigation, evidence collection, submission, follow-up, settlement and closure
• Submit claims to suppliers and carriers within contractual time limits with complete supporting documentation
• Maintain claims records and trackers, monitor open and ageing claims, reconcile outcomes, and escalate overdue or disputed cases
• Communicate claim decisions, compensation outcomes and next steps to customers and internal stakeholders
• Identify recurring claim and service-failure trends, prepare reports, and recommend corrective and preventive actions
• Work with Operations, Finance, Sales, IT and suppliers to resolve root causes and improve processes
• Provide day-to-day guidance and support to Customer Care colleagues
• Monitor team queues, priorities and outstanding cases, highlighting risks, backlogs and urgent customer impacts
• Support onboarding and implementation of new customers by helping define communication, escalation, reporting and claims processes
• Monitor customer feedback and changing requirements and coordinate continuous improvements
• Maintain complete and accurate customer records, case notes, claim documents and correspondence
• Monitor social media contacts and performance where required
• Promote a customer-first, solution-focused approach and ensure policies and service standards are followed
• Perform other duties assigned by the Senior Management Team from time to time
• Participate in the annual performance appraisal process and objective
• Work in accordance with APG policies
• Adhere to company-wide information security policies

Customer Support jobs in Jordan

Senior Customer Care