Customer Service Agent - Insurance Position
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built 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 centers across South Africa, employing 4000+ people. Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people 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.
Responsibilities:
- Handle inbound calls from customers/agents to resolve queries on their accounts.
- Provide excellent customer service on queries related to processing insurance policy transactions – new business, renewals, amendments, enquiries, etc.
- Meet/exceed business KRAs - NPS, Quality, Productivity, AHT or any other metrics specified by Business/Process.
- Work in a 24/7 environment, with split-offs and rotational shifts.
- Demonstrate a solutions mindset, helping nature, and passion for driving excellent customer experience.
- Adapt to team dynamics in case of adversity, business challenges, or requirements.
- Work effectively in a positive and fulfilling work environment with minimal supervision.
- High proficiency in verbal and written English.
- Strong ability to multi-task.
- Efficient in internet, computer usage, typing, and web-based application skills.
- High attention to detail and accuracy.
Minimum Requirements:
- Matric.
- 1 year plus consistent experience as an Agent within a Call Center.
- Willingness to work in a 24/7 environment, with split-offs and rotational shifts.
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