Insurance Customer Service Agent (Night Shift)

Job Description Primary Job Duties & Responsibilities Role involves handling inbound calls from customers/agents to resolve queries on their accounts Role requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from Customers Review and resolve policy cancellations, reinstatements, and service-related complaints. Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support. De-escalate customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents. Use judgement when identifying new business opportunities driven by customer or agent requests. Track and document customer account interactions. Other duties as assigned. Job Specific Technical Skills & Competencies Strong customer service skills. Excellent communication skills with the ability to actively listen and empathize. Ability to leverage math and analytical skills to assist with billing inquiries. Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers' needs and concerns. Graduate in the finacial sector Prior customer service and/or call center experience a plus Qualifications Minimum Requirements Matric/Grade 12 Minimum 2 - 4 year of working experience in a contact centre environment, preferable within Finance / Insurance / Utilities / Hospitality and Complaints handling International contact centre experience Credit & Criminal Clear   Behavioural Traits Required High degree of patience and assertiveness with excellent rapport-building skills Positively contribute and lead in team activities Takes pride in work, checking own for quality i.e. Lead by example Maintains effective time management Have a positive attitude and the ability to influence and motivate others Effective emotional intelligence (EQ) Team player Flexible Self-Motivated Additional Information Monday to Sunday (Rotational shift) between 13:00 pm to 06:00 am Including SA Public holidays.