Insurance Customer Service Agent (Night Shift)
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 08:00 am
- Including SA Public holidays.