Call Centre Agent (Senior Associate) - Insurance Night Shift

Cari; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

WNS is seeking a Call Centre Agent (Senior Associate) for the Insurance Night Shift in Cape Town. You will deliver top-tier customer service, handle a variety of insurance queries, and support both customers and agents using multiple billing systems and portals.

The role requires at least 1 year in a contact centre, strong English, and the ability to work a 24/7 rotating schedule. Training and development are provided.

Qualifications

• Excellent customer service skills with ability to create positive experiences.
• Strong communication, active listening, empathy and effective responses.
• Numerical and analytical ability to handle billing queries.

Responsibilities

• Assist with insurance-related queries including new business, renewals, and amendments.
• Manage cancellations, reinstatements, and service-related concerns.
• Support customers and agents across online billing systems and portals.
• Use communication skills to de-escalate concerns and build relationships.
• Identify new business opportunities to support growth.
• Track and document customer interactions for seamless service delivery.
• Take on additional responsibilities within a collaborative team.

Skills

Customer service

Communication

Billing

Typing

Multitasking

Call centre experience

Education

Matric / Grade 12

Tools

Billing systems

Agency portals

CRM software

Job description

Call Centre Agent (Senior Associate) - Insurance Night Shift

• Full-time

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Step into a fun, fast-paced role where no two days are the same. You’ll be right at the centre of it all, chatting with customers and agents, solving problems, and making their day a little easier. As the go-to person, you’ll handle inbound calls with confidence, turning questions into solutions and delivering standout service with every interaction.

What You’ll Be Doing:

• Deliver outstanding customer service by assisting with a variety of insurance-related queries, including new business, renewals, policy amendments, and general enquiries.
• Confidently manage and resolve policy cancellations, reinstatements, and service-related concerns, turning challenges into positive outcomes.
• Serve as a knowledgeable expert across multiple online billing systems and agency portals, providing proactive support to both customers and agents.
• Use your communication skills to de-escalate concerns, resolve conflicts, and build strong, lasting relationships.
• Identify and act on new business opportunities, using sound judgment to support both customer needs and company growth.
• Accurately track and document customer interactions to ensure seamless service delivery.
• Take on additional responsibilities as needed, contributing to a collaborative and high-performing team.

What You Bring to the Role:

• A passion for excellent customer service and creating positive customer experiences.
• Strong communication skills, with the ability to actively listen, empathize, and respond effectively.
• Solid numerical and analytical abilities to confidently assist with billing-related queries.
• Exceptional multitasking skills, including efficient typing and system navigation to address customer needs in real-time.
• Previous customer service or call centre experience is a must.

What Makes the Role Exciting:

• Training and development support
• Exposure to international clients & systems
• Grade 12 / Matric certificate
• At least 1 year of experience in a contact centre environment, or 12 monthscustomer service experience (preferably within the insurance industry)
• International contact centre experience will be advantageous
• Strong command of written and spoken English is essential
• Must have a clear credit and criminal record
• Enjoy a dynamic 24/7 schedule with rotational shifts from Monday to Sunday
• Be part of a team that keeps things running, even on South African public holidays
• Our operating sites are based in Century City, Observatory and Newlands