Call Center Agent - Insurance - Durban - Grid Eye, South Africa

Call Center Agent - Insurance - Durban - Grid Eye, South Africa

WNS Global Services Inc. (NYSE : WNS) is a global Business Process Management (BPM) leader. WNS offers business value to global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting, Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

Globally, the group’s over 41+ professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, the UK and the US. WNS South Africa has been in operation since its inception, building 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 centres across South Africa, employing thousands of people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our five 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.

Main Purpose

An exciting opportunity for senior associates has just become available on our campaign in Claremont. We are looking for high‑performance individuals, with exceptional communication skills, to provide our client’s customers with a first‑class service experience in a contact centre environment.

Key Responsibilities

• Deliver excellent customer service to all our customers.
• Develop a positive relationship with customers and respond to their needs to ensure customer satisfaction.
• Provide support, problem‑solving and drive customer loyalty through an focus on achieving all key performance targets.
• Maintain sound knowledge of company products, insurer underwriting rules, and correct policy handling processes.
• Own customer queries and have good knowledge of products and processes to ensure customer satisfaction.
• Handle calls from customers accurately while maintaining first‑class customer service, including a pleasant, confident and helpful telephone manner.
• Deliver KPIs with a focus on attaining and retaining customers to support a successful business.
• Maximise customer retention opportunities within operational guidelines.
• Ensure all work is carried out to a high level of accuracy in line with our company quality standards and a great customer experience.
• Deliver personal productivity measures to ensure operational efficiency and service‑level delivery.
• Work within company guidelines and processes.
• Work effectively as part of the contact centre team.
• Enhance effective working relationships for all internal and external customers.
• Ensure interactions with customers optimise the customer experience of the brand and comply with regulatory, FCA & TCF guidelines.
• Ensure customer issues and complaints are effectively handled, recorded and reported meeting all regulatory requirements and within the principles of TCF‑P.
• Ensure all activities comply with FCA and TCF guidelines.

Qualifications

Essential :

Preferred :

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Customer Service; Outsourcing / Offshoring

Location

Durban, KwaZulu‑Natal, South Africa

#J-18808-Ljbffr