Senior Insurance Customer Service Representative

Placements24; Benoni; Hybride; ZAR 180 000 - 240 000; Plein temps

Résumé du poste

Placements24 seeks a Senior Insurance Customer Service Representative for a hybrid role in Benoni, Gauteng. You will handle complex customer inquiries, guide policy details, and assist with claims, delivering empathetic and accurate assistance.

The role requires at least 3 years in customer service within insurance, excellent communication, and CRM proficiency. You will interact via phone, email, and chat to ensure policyholder satisfaction and contribute to cross-selling opportunities.

Qualifications

• Minimum 3 years of experience in customer service, preferably in insurance.
• Strong verbal and written communication skills.
• Proficiency with CRM systems.
• Ability to remain calm and professional under pressure.

Responsabilités

• Respond to inquiries via phone, email, and chat about insurance policies, coverage, and billing.
• Provide clear information on policy terms, conditions, and benefits.
• Assist with endorsements, renewals, and cancellations.
• Guide customers through initial claims process with required information.
• Resolve complaints and escalate complex cases as needed.
• Maintain accurate customer records in the CRM system.
• Identify opportunities to cross-sell or upsell insurance products.
• Adhere to service standards and performance metrics.
• Participate in training to stay updated on product knowledge.

Connaissances

Customer service

Communication

Active listening

Problem solving

Organizational skills

Formation

High School Diploma

Outils

CRM software

Description du poste

About the Role

Our client, a respected insurer, is looking for a dedicated and empathetic Senior Insurance Customer Service Representative to join their team in Benoni, Gauteng . This role is vital in ensuring our policyholders receive exceptional support and assistance regarding their insurance needs. As a senior representative, you will handle more complex customer inquiries, provide guidance on policy details, and assist with claims processes. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a thorough understanding of insurance products and services. This hybrid role requires you to work both from our Benoni office and remotely, offering a balance of collaboration and flexibility. You will be a key point of contact, embodying our client's commitment to service excellence and customer satisfaction. Your ability to resolve issues efficiently and professionally will be paramount to your success in this position.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding insurance policies, coverage, and billing.
• Provide clear and accurate information about policy terms, conditions, and benefits.
• Assist customers with policy endorsements, renewals, and cancellations.
• Guide customers through the initial stages of the claims process, providing necessary information and documentation.
• Resolve customer complaints and issues effectively and empathetically.
• Escalate complex cases to appropriate departments or supervisors when necessary.
• Maintain accurate customer records and update information in the CRM system.
• Identify opportunities to cross-sell or up-sell relevant insurance products.
• Adhere to service standards and performance metrics, ensuring high levels of customer satisfaction.
• Participate in training sessions to stay updated on product knowledge and service procedures.

Requirements

• A High School Diploma or equivalent is required; further education or certifications are a plus.
• A minimum of 3 years of experience in customer service, preferably within the insurance industry.
• Demonstrated understanding of insurance products and terminology.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using customer service software and CRM systems.
• Ability to remain calm and professional under pressure.
• Comfortable working in a hybrid model, balancing office and remote duties.
• Strong organizational skills and attention to detail.
• A genuine desire to help customers and provide outstanding service.

Benefits

Our client offers a competitive salary, along with benefits such as medical aid and a provident fund. Employees enjoy a hybrid work arrangement, providing flexibility between office-based and remote work. Opportunities for career advancement and further training within the insurance sector are available. You will be part of a supportive team environment in our Benoni office, working with dedicated professionals. We value our employees and are committed to fostering a positive work-life balance. Join a company that prioritizes customer care and employee development.