Call Centre Agent (Senior Associate) - Insurance Night Shift

About the role

WNS, part of Capgemini, is hiring a Call Centre Agent (Senior Associate) for its insurance night shift in Cape Town. The role sits at the heart of customer and agent support, handling inbound calls, answering insurance queries and resolving issues. It is a full-time position with a 24/7 rotating schedule from Monday to Sunday, including South African public holidays.

Key responsibilities

• Assist customers and agents with insurance queries such as new business, renewals, policy amendments and general enquiries.
• Manage and resolve policy cancellations, reinstatements and service-related concerns.
• Provide support across multiple online billing systems and agency portals.
• De-escalate concerns, resolve conflicts and build lasting relationships.
• Identify new business opportunities and accurately track and document customer interactions.
• Take on additional responsibilities as needed.

Required profile

• Previous customer service or call centre experience is a must.
• Grade 12 / Matric certificate.
• At least 1 year of contact centre experience or 12 months of customer service experience (insurance preferred).
• Clear credit and criminal record.
• Strong command of written and spoken English.

Required skills

• Excellent communication, active listening and empathy.
• Numerical and analytical ability for billing-related queries.
• Multitasking, efficient typing and system navigation.

What we offer

• Career growth opportunities.
• Training and development support.
• Exposure to international clients and systems.
• A fast-paced, fun team culture.