Insurance Call Centre Agent: Night Shift - WNS Global Services

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.

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

Qualifications

Minimum Requirements:

• Matric
• 1 year of customer service experience
• 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 Detail
• Must have demonstrated ability to analyze and problem-solve, show persistence, attention to detail, 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

• 24x7 Operation with majority shifts falling between 2PM and 2AM