Customer Service Representative - Insurance Contact Centre (Night Shift)
  • Cape Town, WC, ZA
  • WNS Global Services
Job Description

Job Description

CSR Responsibilities

  • Receive incoming calls from customers who have a policy related question
  • Ability to interact and thrive in a fast-paced environment dealing with a high volume of calls and stressful situations
  • Deliver appropriate sense of urgency when responding to customer requests
  • Maintain professional etiquette and provide exceptional customer service when corresponding with customers via phone
  • Effectively advise the Coach, Floor Support mentor, or Team Leader promptly and fully to inform them of any problems, or unusual matters which may lead to an escalation or dissatisfied customer
  • Responsible for entering accurate information into systems. - Detailed documentation is required for potential future investigatory purposes


Minimum Requirements

  • Matric
  • 6 months to 1 year of customer service experience within call centre
  • Proven proficiency with data entry, computer applications, Windows environment, and accessing the internet and e-mail
  • Be proficient in multi-tasking on the computer, phone and chat rooms to support customer requests
  • Punctuality and attendance better than standard, as well as flexible availability to meet training and shift requirements
  • Have a working knowledge and understanding of vehicle types, including various makes and models

Communication Skills

  • Excellent verbal and written communication skills must have a pleasant speaking voice, good articulation, annunciation, and clear diction
  • Match the callers’ pace and tone with the ability to be clear, concise, and confident
  • Demonstrate sincere empathy and compassion and a genuine respect for people, their concerns, feelings, well-being, and appreciation of them as one of our customers

Attention to Details

  • Must have demonstrated ability to analyze and problem-solve, show persistence, attention to details, adherence to applicable policies, procedures, and product changes
  • Clear and effective documentation skills
  • Strong multi-tasking skills : in this role you will need to actively listen while simultaneously entering information into our NextGen system
  • Must be highly organized and flexible, as well as able to work independently and in a self-directed manner

Additional Information

Must be willing to work on a rotational basis on a 24 / 7 shift environment.

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