Insurance senior call center advisors

WNS; Cape Town; On-site; ZAR 150,000 - 210,000; Full time

Benefits offered by this job

Rotational shifts

Job summary

WNS in Cape Town is seeking a Call Centre Agent to handle inbound customer inquiries for insurance products, verify information, and ensure high-quality service standards. The role emphasizes accuracy, data integrity, and timely resolution of queries in a dynamic environment.

You will respond to calls, provide correct information, retain customers, process payments when needed, and collaborate with other units to address customer needs while maintaining policy data and compliance.

Qualifications

• Matric/Grade 12 is required.
• Minimum 1 year in a call centre, preferably insurance.
• Strong communication and interpersonal skills.

Responsibilities

• Respond to inbound customer telephone calls and, on some occasions, initiate customer calls.
• Provide customers with correct information.
• Take steps to retain customers.
• Resolve customer inquiries quickly, efficiently and to a high standard.
• Identify customers’ needs for other business units.
• Maintain policies and change details as needed.
• Maintain accuracy of customer data.
• Process payments from customers.
• Handle customer concerns and objections.
• Adhere to underwriting guidelines.
• Adhere to compliance guidelines when conducting business with customers.
• Follow best practice procedures.
• Participate in weekly and monthly coaching.

Skills

Patience

Communication

Teamwork

Customer service

Education

Matric/Grade 12

Job description

Company Description

WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

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 4,000+ people.

Why join us?

We promise our employees role clarity, coaching and mentoring, professional development and a structured career path through our five people promises, 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

Handle inbound calls for customers to resolve inquiries quickly, efficiently and to a high standard. The process includes sending reminders to customers about incomplete information in their policy and validating information as stated on the policy.

Key Responsibilities

• Respond to inbound customer telephone calls and, on some occasions, initiate customer calls
• Provide customers with correct information
• Take steps to retain customers
• Resolve customer inquiries quickly, efficiently and to a high standard
• Identify customers’ needs for other business units
• Maintain policies and change details as needed
• Maintain accuracy of customer data
• Process payments from customers
• Handle customer concerns and objections
• Adhere to underwriting guidelines
• Adhere to compliance guidelines when conducting business with customers
• Follow best practice procedures
• Participate in weekly and monthly coaching

Qualifications

• Matric/Grade 12

Experience Required

• Minimum of 1 year of working experience in a call centre environment, preferable within the insurance field.

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, checks own work for quality, i.e. lead by example
• Maintains effective time management
• Has a positive attitude and the ability to influence and motivate others
• Effective emotional intelligence (EQ)
• Team player
• Flexible
• Self‑motivated

Additional Information

Afternoon and night shifts – Monday to Sunday (rotational shifts)

Candidates are required to have fibre or live in a fibre enabled area.