Customer Service Support Specialist – Insurance

About the role

The Customer Service Support Specialist will handle inbound inquiries, assist policyholders with servicing tasks, and ensure smooth billing and renewal processes. Working closely with internal teams, you will help maintain high customer satisfaction while supporting the company’s US‑based operations during evening and night shifts.

Key responsibilities

• Manage and update insurance policy information, process renewals, and handle carrier notices.
• Respond to general customer inquiries with accurate, timely information.
• Assist customers with account management, billing questions, and non‑premium policy amendments.
• Maintain customer and policy data in Salesforce, ensuring precise documentation.
• Handle 40‑60 calls per day, keeping abandonment rates below 3% and average wait times under 20 seconds.
• Collaborate with cross‑functional teams to resolve issues and improve service delivery.
• Achieve a CSAT return rate of 90% with an average score of 4.7 or higher.
• Continuously adapt to market changes, process updates, and coaching feedback.

Required profile

• Strong written and verbal English communication skills.
• Excellent customer‑service orientation with problem‑solving focus.
• Ability to manage high call volumes and multiple cases simultaneously.
• Experience using CRM or AMS platforms.
• Self‑motivated, urgent, and adaptable to changing market needs.
• Capable of working independently and open to feedback.

Required skills

• Salesforce

What we offer

• Competitive monthly salary of NPR 60,000 – 75,000.
• Full‑time evening/night shift aligned with US Eastern Time.
• On‑site work at Trade Tower, Thapathali, Kathmandu.