Overview
Insurance Customer Service Agent (Night Shift) Jobs in Century City, Western Cape at WNS Global Services
Full 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 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
Primary Job Duties & 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
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 year of 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.
Title: Insurance Customer Service Agent (Night Shift)
Company: WNS Global Services
Location: Century City, Western Cape
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