Call Center Agent - Insurance

About the role

WNS Global Services, a global Business Process Management company with a presence in South Africa since 2003, is hiring a Call Center Agent for its insurance campaign in Durban. The role suits high-performing people with strong communication skills who want to give a client's customers a first-class service experience in a contact centre.

Key responsibilities

• Deliver excellent customer service, build positive relationships and solve problems to meet key performance targets
• Handle calls accurately with a pleasant, confident and helpful telephone manner, and own customer queries
• Know company products, insurers' underwriting rules and correct policy handling processes
• Meet KPIs, maximise customer retention and deliver personal productivity measures
• Work as part of the contact centre team and maintain good relationships with internal and external customers
• Ensure interactions comply with regulatory, FCA and TCF guidelines, and handle, record and report customer issues and complaints correctly

Required profile

• Matric/Grade 12 certificate, with English passed at 50% and Maths/Maths Literacy at 40%
• At least 6 months of experience in a call centre environment
• Preferred: a relevant tertiary qualification (Business Administration/Management, Commerce, Finance and/or Accounting, Engineering)
• Preferred: prior customer service and/or sales experience with UK insurance clients