Insurance Customer Service Agent (Night Shift)

Wns Global Services; Gauteng; On-site; ZAR 120,000 - 180,000; Full time

Job summary

A leading company in the service sector is seeking a Customer Service representative to manage inbound customer calls and assist with insurance-related queries. This role offers the opportunity to develop customer relations through effective communication while working in a dynamic environment with a rotational shift schedule.

Qualifications

• Minimum 1 year experience in a contact centre, preferably in Finance or Insurance.
• Credit & criminal clear.
• Effective emotional intelligence.

Responsibilities

• Handle inbound calls resolving customer queries related to insurance.
• Review and resolve policy cancellations and complaints.
• Identify business opportunities based on customer requests.

Skills

Excellent communication skills

Analytical skills

Strong multitasking skills

Education

Matric / Grade 12

Job description

Role involves handling inbound calls from customers / agents to resolve queries on their accounts. The role requires providing excellent customer service on queries related to processing insurance policy transactions – new business, renewals, amendments, enquiries, etc.

Responsibilities include reviewing and resolving policy cancellations, reinstatements, and service-related complaints. Act as an expert for multiple online billing systems and the agency portal website to provide proactive support to agencies and customers. De-escalate customer and agent concerns to resolve conflicts and build trust. Use judgment to identify new business opportunities driven by customer or agent requests. Track and document customer account interactions. Other duties as assigned.

Job Specific Technical Skills & Competencies

• Excellent communication skills with active listening and empathy.
• Ability to leverage math and analytical skills for billing inquiries.
• Strong multitasking skills, including typing and system navigation to proactively address customer needs.

Qualifications

• Matric / Grade 12.
• Minimum 1 year of experience in a contact centre environment, preferably within Finance, Insurance, Utilities, Hospitality, or Complaints handling.
• Credit & Criminal clear.
• High patience and assertiveness with excellent rapport-building skills.
• Team player with a positive attitude, able to influence and motivate others.
• Effective emotional intelligence (EQ).
• Flexible and self-motivated.

Additional Information

• Work schedule: Monday to Sunday (rotational shift) between 13:00 and 06:00, including SA public holidays.