Insurance Customer Service Agent (Night Shift) at WNS Global Services SA

Job Description
Primary Job Duties & Responsibilities

• Assess customer situations to provide quotes, policy inquiries and changes, billing questions, and technical support.
• Review and resolve policy cancellations, reinstatements, and service-related complaints.
• Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support.
• De-escalate customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents.
• Use judgement when identifying new business opportunities driven by customer or agent requests.
• Track and document customer account interactions.
• Other duties as assigned.

Job Specific Technical Skills & Competencies

• Strong customer service skills.
• Excellent communication skills with the ability to actively listen and empathize.
• Ability to leverage math and analytical skills to assist with billing inquiries.
• Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers’ needs and concerns.
• Graduate in the finacial sector
• Prior customer service and/or call center experience a plus

Qualifications

Minimum Requirements

• Matric/Grade 12
• Minimum 1 years  plus working experience in a contact centre environment, preferable within Finance / Insurance / Utilities / Hospitality and Complaints handling
• International contact centre experience
• Credit & Criminal Clear

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, checking own for quality i.e. Lead by example
• Maintains effective time management
• Have a positive attitude and the ability to influence and motivate others
• Effective emotional intelligence (EQ)
• Team player
• Flexible
• Self-Motivated
• Additional Information
• Monday to Sunday (Rotational shift) between 13:00 pm to 06:00 am
• Including SA Public holidays.