Call Center Agent – Insurance Position
Location: Bridgeway, Century City, Cape Town, 7441, South Africa
Employment Type: Full-time
Company Overview
WNS Global Services (NYSE: WNS) is a global leader in Business Process Management (BPM), providing operational excellence to over 400 clients worldwide. With expertise spanning industries such as Banking and Financial Services, Healthcare, Insurance, Retail, Logistics, Telecommunications, Travel, and more, WNS has established itself as a premier outsourcing service provider. WNS South Africa has been operating since 2003 and is recognized as the leading Business Process Outsourcing (BPO) company in the region. With eight delivery centers across South Africa and a workforce of over 4,000 employees, WNS is committed to driving efficiency, innovation, and value for its clients.
Why Join WNS?
At WNS, we are committed to fostering a dynamic and rewarding work environment where employees can thrive. Our people are our greatest asset, and we prioritize their growth, well-being, and career advancement through our five core people promises:
Role Clarity and Structured Career Development
At WNS, we believe in providing clear job expectations and structured career pathways. Our employees have access to ongoing training, career progression opportunities, and internal promotions, ensuring a long-term, fulfilling career in the Business Process Outsourcing (BPO) industry.
Professional Coaching and Mentoring
We invest in our employees’ personal and professional development by offering coaching, mentoring programs, and leadership training. Whether you are starting as a customer service agent or aspiring to move into a leadership role, our mentors and training programs will guide you every step of the way.
A Culture of Engagement, Performance, and Celebration
At WNS, we celebrate individual and team achievements, fostering a work culture where performance is recognized and rewarded. Our vibrant work environment includes monthly incentives, awards, employee appreciation events, and team-building activities to keep motivation high.
Community Impact through the WNS Cares Foundation
Beyond business success, WNS is deeply committed to making a difference in society. Through our WNS Cares Foundation, we support education, environmental sustainability, and social development initiatives, giving employees the opportunity to contribute to meaningful causes.
A Positive Work Environment Focused on Empowerment
We promote a diverse, inclusive, and empowering workplace where employees are encouraged to share ideas, innovate, and contribute to the company’s success. Our supportive leadership and collaborative teams ensure that you feel valued and motivated every day.
Be Part of a Company That Invests in YOU!
Join WNS and step into a rewarding career with a company that values excellence, employee well-being, and career progression. Whether you’re looking for growth, stability, or a chance to make a difference, WNS is the place to be!
Job Description: Call Center Agent – Insurance Position
Key Responsibilities:
As a Customer Service Agent, you will play a crucial role in providing outstanding customer support and managing insurance-related queries. Your duties will include:
- Handling inbound calls from customers and agents, resolving inquiries about their accounts.
- Processing insurance policy transactions, including new business applications, renewals, amendments, and general inquiries.
- Ensuring excellent customer service and meeting key performance indicators (KPIs) such as:
- Net Promoter Score (NPS)
- Quality Assurance
- Productivity
- Average Handling Time (AHT)
- Adapting to a 24/7 work environment with rotational shifts and split-offs.
- Demonstrating a solutions-driven mindset, a passion for customer service, and the ability to work independently.
- Maintaining high attention to detail and accuracy while handling transactions.
Skills & Competencies Required:
✅ High proficiency in verbal and written English communication.
✅ Strong multi-tasking abilities to manage multiple customer interactions efficiently.
✅ Proficiency in computer usage, internet navigation, and web-based applications.
✅ Ability to work in a fast-paced and high-pressure environment.
✅ A team-oriented mindset with the ability to adapt to business challenges.
Minimum Requirements:
📌 Education: Matric (Grade 12) – Mandatory
📌 Experience: At least 1 year of consistent work experience as a Call Center Agent.
📌 Availability: Must be willing to work rotational shifts in a 24/7 environment.
Bonus Skills (Preferred but Not Required):
✔️ Previous experience in an insurance-related customer service role.
✔️ Knowledge of CRM systems and call center software.
✔️ Familiarity with insurance policies and regulations.
How to Apply
If you are a customer-focused professional looking for an opportunity to grow within a global industry leader, we encourage you to apply!
Join WNS today and take your career to the next level in the dynamic world of customer service and insurance support! 🚀
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