Customer Service Agent - Insurance Position

WNS; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading BPO service provider in Cape Town is looking for customer service agents to handle inbound calls and resolve client queries. Responsibilities include providing excellent service for insurance transactions and meeting key performance metrics in a challenging 24/7 work environment. Candidates must have Matric and at least one year of call center experience. This role requires strong communication, multi-tasking abilities, and attention to detail.

Qualifications

• Must have 1 year plus consistent experience as an Agent within a Call Center.
• High proficiency in verbal and written English.
• Willing to work in a 24*7 environment with split offs and rotational shifts.

Responsibilities

• Handle inbound calls from customers/agents to resolve queries on accounts.
• Provide excellent customer service on insurance policy related transactions.
• Meet/exceed business KRAs like NPS, Quality, and Productivity.

Skills

Customer service skills

Verbal communication

Attention to detail

Multi-tasking

Typing skills

Education

Matric

Job description

Company Description

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 Description

Roles & Responsibilities:

• Role involves handling inbound calls from customers/agents to resolve queries on their accounts
• Role requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from Customers/Agents
• Should meet/exceed business KRAs - NPS, Quality, Productivity, AHT or any other metrics specified by Business / Process
• Should be ok with working in 24* 7 environment, spilt offs and rotational shifts
• Solutions mind-set, helping nature, passion to drive excellent customer experience
• Ability to adapt self with the team in-case of adversity, business challenges/requirement
• Has the ability to demonstrate working in a positive and fulfilling work environment with minimal supervision
• High proficiency in verbal and written English
• Strong ability to multi-tasking
• Efficient in internet, computer usage, typing and web-based application skills
• High attention to detail and accuracy

Qualifications

Matric

Must have 1 year plus consistent experience as an Agent within a Call Center

Must be willing to work in 24* 7 environment, spilt offs and rotational shifts