LUMA's mission is to ensure our members live healthier, longer lives by providing them brilliantly simple insurance plans. We provide a range of simple, smart policies to global residents, expatriates, local nationals and groups of all sizes. At LUMA, we continuously adopt new innovations to make insurance easy to understand and easy to use.
The Assistant Customer Service Manager is responsible for leading and enhancing our customer experience across all touchpoints within the insurance business. This is a hands-on role that requires strong leadership, empathy, and operational excellence to ensure service quality and customer satisfaction. You will leverage your expertise in customer engagement, process improvement, and digital service tools to build a responsive, customer-focused culture and strengthen our brand reputation.
Responsibilities
- Develop and implement standard communication scripts and playbooks for common customer scenarios (e.g., claim declines, pre-authorization delays, exclusions).
- Analyze recurring issues including complaints and collaborate with Sales and Medical teams to ensure consistent explanation and reduce misinformation.
- Coach the CS team on strategic communication how to explain complex topics (medical, policy) clearly but professionally.
- Ensure escalation processes are used appropriately, balancing empathy with company policy.
- Take ownership and coach the team members on complex cases in finding the optimal resolution in the best interest of the client and the company.
- Provide exceptional service and communication to all customers and stakeholders (e.g. hospitals, doctors, brokers/partners) in a timely manner.
- Handle both local and international clients in all communication channels, traditional and online social platforms (e.g. telephone, e-mails, and variety of social media platforms).
Qualifications
- Bachelor's degree in any field.
- 35 years in customer service or client relations, preferably in insurance, banking, financial services, healthcare, or similar policy-driven industries.
- Structured thinker can identify patterns, standardize responses, and coach others.
- Excellent written and spoken English communication and interpersonal skills.
- Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
Benefits
- Competitive package
- 12 days of annual leave per year
- Social Security
- Provident Fund
- Medical Insurance
