Insurance Customer Service Agent - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    1 week ago

    WNS Global Services background
    Description
    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 2 - 4 year of 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.