Contact Centre Agent (1 Year Contract renewable)

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