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    Insurance Call Centre Agent - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    Found in: Talent ZA C2 - 4 days ago

    WNS Global Services background
    Description
    Job Description

    CSR Responsibilities

    · Receive incoming calls from customers who have a policy related question

    · Ability to interact and thrive in a fast-paced environment dealing with a high volume of calls and stressful situations

    · Deliver appropriate sense of urgency when responding to customer requests

    · Maintain professional etiquette and provide exceptional customer service when corresponding with customers via phone

    · Effectively advise the Coach, Floor Support mentor, or Team Leader promptly and fully to inform them of any problems, or unusual matters which may lead to an escalation or dissatisfied customer

    · Responsible for entering accurate information into systems. - Detailed documentation is required for potential future investigatory purposes

    Qualifications

    Minimum Requirements:

    Matric

    1 year of customer service experience

    Proven proficiency with data entry, computer applications, Windows environment, and accessing the internet and e-mail

    Be proficient in multi-tasking on the computer, phone and chat rooms to support customer requests

    Punctuality and attendance better than standard, as well as flexible availability to meet training and shift requirements

    Have a working knowledge and understanding of vehicle types, including various makes and models

    Communication Skills

    Excellent verbal and written communication skills – must have a pleasant speaking voice, good articulation, annunciation, and clear diction Match the callers' pace and tone with the ability to be clear, concise, and confident

    Demonstrate sincere empathy and compassion and a genuine respect for people, their concerns, feelings, well-being, and appreciation of them as one of our customers

    Attention to Detail

    Must have demonstrated ability to analyze and problem-solve, show persistence, attention to detail, adherence to applicable policies, procedures, and product changes

    Clear and effective documentation skills

    Strong multi-tasking skills: in this role you will need to actively listen while simultaneously entering information into our "NextGen" system Must be highly organized and flexible, as well as able to work independently and in a self-directed manner

    Additional Information

    24x7 Operation with majority shifts falling between 2PM and 2AM

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