Descrição da Função

Your new Company
Join Forward Emphasis and be part of an exciting growth journey. With over 25 years of expertise supporting leading insurance and financial services organisations, delivering outstanding customer experiences through customer support, claims management and regulatory technology solutions.

Forward Emphasis is now expanding its presence in Portugal!
This is a unique opportunity to join a growing international company, make a real impact from day one, and build your career in a collaborative, people-first environment.


Your new Role

As a Customer Service Advisor, you’ll be the friendly face helping customers with their insurance questions and providing them with top-notch service. Your goal will be to ensure customers feel supported and have their issues resolved efficiently. While the role does involve some product knowledge, don’t worry - full training is provided!

You will be supporting an Irish insurance client via email and web chat (non-voice). This is a quality-focused role, with a strong emphasis on written communication, accuracy, and customer experience in a regulated environment.

What You’ll Be Doing

• Provide excellent service to customers, addressing inquiries and concerns with care and professionalism.
• Assist customers in resolving product and service issues by clearly understanding their needs and offering suitable solutions.
• Follow up when needed to ensure customer issues are fully resolved.
• Proactively assess customer needs and provide helpful solutions.
• Be a positive and supportive team player, helping the team achieve shared goals.
• Maintain compliance with all regulations and follow company procedures.
• Contribute to the training and support of new team members.
• Keep up-to-date with necessary certifications and industry knowledge (we’ll support you with this!).
• Accurately update customer records in our systems.
• Follow best practices for data protection and privacy.
• Help with other tasks as needed.

What you will need to be successful

• Bachelor's Degree or high school finished; 
• A solid ability to learn and absorb new information, especially around insurance products and regulations.
• Comfortable working with systems and technology.
• A team player with great communication skills – both spoken and written.
• Self-motivated, flexible, and able to manage tasks and deadlines independently.
• Excellent organizational and interpersonal skills. 

Nice to have: 

• Some knowledge of insurance regulations (we’ll train you!).
• Previous customer service experience.
• Any insurance qualifications or a degree would be a bonus.

What the company can offer you

• Flexible and predictable working schedules to support a healthy work-life balance. 
• Hybrid working model available after the onboarding and training period. 
• Clear career progression opportunities, including professional qualifications and continuous development. 
• Supportive and collaborative team environment focused on learning, growth and success. 
• Engaging company culture with employee referral programs, social events and team-building initiatives.

Next Steps
If you are interested in this opportunity, please send us your updated CV. If you are looking for another type of professional challenge, please contact us to discuss other career opportunities, always in complete confidence.

Contacto

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