Customer Service Representative

7 days ago

Cape Town, Western Cape, South Africa WNS (Holdings) Limited (ADR) Full time
Customer Service Representative - US Insurance Campaign
  • Full-time

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people. Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Summary (Description of the role / position)

Be required to proactively contact customers both by telephone and in writing. This will require both inbound and outbound calling, most of which will involve 'telephone dialer' activity; Be required to work to agreed quality standards and within agreed timescales; Be responsible for proactively developing and maintaining your specialist industry, business and system knowledge; Be responsible for managing complaints and ensuring the compliance of these; Need to liaise with both internal and external colleagues throughout the business and externally with customers; Have knowledge of debt collection techniques and be able to demonstrate excellent negotiation and communication skills; Work with your customers to reduce debt in a timely manner to meet agreed targets. This will involve dealing with customer's queries and internal queries within agreed SLA's. Part of the role will be to mitigate any risk to our client and take necessary escalation action as appropriate; Maintain customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customer's records and proactively collect appropriate information.

Primary Job Duties & Responsibilities

  1. Assess individual customer and agent situations to provide quotes, policy inquiries and changes, billing questions, and technical support.
  2. Review and resolve policy cancellations, reinstatements, and service-related complaints.
  3. Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support.
  4. De-escalate customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents.
  5. Use judgement when identifying new business opportunities driven by customer or agent requests.
  6. Track and document customer account interactions.
  7. Other duties as assigned.

Job Specific Technical Skills & Competencies

  1. Excellent communication skills with the ability to actively listen and empathize.
  2. Ability to leverage math and analytical skills to assist with billing inquiries.
  3. Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers' needs and concerns.
  4. Some college coursework or work experience preferred.
  5. Prior customer service and/or call center experience a plus.
  6. Matric.
  7. US Working Hours: Monday to Sunday Rotational Shifts.
  8. Must have 18 Months plus Contact Centre / Customer Service Experience.
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