Contact Centre Agent (1 Year Contract renewable)

Roles & Responsibilities

Key Responsibilities

• Handle inbound calls from customers regarding insurance policies, products, claims and general enquiries.
• Provide accurate and timely information on policy coverage, premiums, benefits, policy status and related services.
• Assist customers with policy servicing requests, including policy changes, payments, renewals and documentation.
• Handle customer enquiries and complaints professionally, ensuring issues are resolved promptly or escalated appropriately.
• Provide clear explanations of insurance terms, processes and procedures to customers.
• Identify customer needs and provide appropriate information on relevant insurance products and services where applicable.
• Ensure all customer interactions are accurately recorded in the CRM/call centre system.
• Meet established service standards, quality targets and Key Performance Indicators (KPIs).
• Follow company policies, standard operating procedures and regulatory requirements when handling customer interactions.
• Escalate complex or sensitive cases to the relevant departments or supervisors for further assistance.

Job Requirements

• Diploma or Degree in any discipline preferred.
• Prior experience in a call centre, customer service or insurance environment will be an advantage.
• Candidates with relevant customer service experience are encouraged to apply.
• Strong verbal and written communication skills.
• Customer-oriented with a pleasant and professional telephone manner.
• Good problem-solving and active listening skills.
• Able to handle difficult customers and manage challenging situations professionally.
• Meticulous with good attention to detail and accuracy.
• Possess CMFAS papers

Alex
R2197438

Tell employers what skills you have

Written and Verbal Communication Abilities
Listening Skills
Customer Development Processes
Customer Recruitment
Strong Attention To Detail
Product Marketing
Maintain Discipline
Issue Handling
Customer Challenges Management
Policy Management
Key Performance Indicators
Customer Interaction Management
Proper Telephone Etiquette
Insurance industry
Handle customer calls
Customer insurance