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Insurance Customer Service Agent

2 months ago

Cape Town, South Africa WNS Global Services Full time
Job Description

Primary Job Duties & Responsibilities

  • Assess customer situations to provide quotes, policy inquiries and changes, billing questions, and technical support.
  • Review and resolve policy cancellations, reinstatements, and service-related complaints.
  • Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support.
  • De-escalate customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents.
  • Use judgement when identifying new business opportunities driven by customer or agent requests.
  • Track and document customer account interactions.
  • Other duties as assigned.
  • Job Specific Technical Skills & Competencies
  • Strong customer service skills.
  • Excellent communication skills with the ability to actively listen and empathize.
  • Ability to leverage math and analytical skills to assist with billing inquiries.
  • Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers’ needs and concerns.
  • Graduate in the finacial sector

Prior customer service and/or call center experience a plus


Qualifications

Minimum Requirements

  • Matric/Grade 12
  • Minimum 1 years  plus working experience in a contact centre environment, preferable within Finance / Insurance / Utilities / Hospitality and Complaints handling
  • International contact centre experience
  • Credit & Criminal Clear

 

Behavioural Traits Required

  • High degree of patience and assertiveness with excellent rapport-building skills
  • Positively contribute and lead in team activities
  • Takes pride in work, checking own for quality i.e. Lead by example
  • Maintains effective time management
  • Have a positive attitude and the ability to influence and motivate others
  • Effective emotional intelligence (EQ)
  • Team player
  • Flexible
  • Self-Motivated


Additional Information

  • Monday to Sunday (Rotational shift) between 13:00 pm to 06:00 am
  • Including SA Public holidays.