Customer Service Agent - Insurance Position

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

Job summary

A leading Business Process Management firm in Cape Town is seeking a Call Center Agent to handle customer inquiries and support insurance transactions. The ideal candidate will have a Matric certificate and over one year of experience in a call center, with a strong emphasis on customer service excellence. This role requires the ability to work in a 24/7 environment, including split offs and rotational shifts.

Qualifications

• 1+ year experience as an Agent within a Call Center.
• Willingness to work in a 24/7 environment with split offs and rotational shifts.

Responsibilities

• Handle inbound calls from customers/agents to resolve queries.
• Provide customer service on insurance policy transactions.
• Meet/exceed business metrics for quality and productivity.
• Adapt to adversity and business challenges.
• Demonstrate positive work environment with minimal supervision.

Skills

Customer service

Verbal and written English

Multi-tasking

Attention to detail

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, split 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, split offs and rotational shifts