Our company is looking for a suitably qualified and experienced Customer Support Agent or Call Centre Agent to join our dynamic team. Key Performance Areas a) Customer Service Excellence Handling inbound and outbound customer calls professionally Provide accurate information about insurance products and services Resolve customers inquiries and basic complaints efficiently Maintain high levels of customer satisfaction and engagement. b) Policy Support Assist customers with policy-related queries, renewals and amendments Guide customers through the claims process c) Communication Skills Exhibit clear, courteous, and effective verbal and written communication Use active listening skills to understand customer needs and concerns Ensure proper documentation of customer interactions and follow-ups d) Technical Proficiency Utilize call centre software, insurance software and customer relationship management (CRM) systems effectively. Maintain accurate and up-to-date customer records. Demonstrate proficiency in navigating insurance-related databases, systems and Microsoft programs e) Product Knowledge Stay informed about the company's insurance products and services. Understand policy terms, coverage options, and exclusions. Keep updated with industry regulations and company policies f) Problem-solving Abilities Identify and address customer issues promptly. Provide practical solutions and alternatives to customer problems. Escalate complex issues to higher management when necessary. g) Sales and Retention Identify opportunities for cross-selling and up-selling insurance products. Assist in daily customer retention by providing excellent service and support. Take part in sales and retention campaigns. Follow up with customers to ensure satisfaction and address any further needs. h) Compliance Adhere to all regulatory requirements and company policies. Ensure all customer interactions comply with industry standards and legal requirements. Maintain confidentiality and data security of customer information. i) Efficiency and Productivity Meet or exceed performance targets, including call handling time and resolution rates. Manage time effectively to handle a high volume of calls. Contribute to the overall efficiency of the call centre operations j) Team Collaboration Work collaboratively with team members and other departments. Participate in team meetings, training sessions, and continuous improvement initiatives. Share best practices and support colleagues in achieving team goals. k) Feedback and Improvement Collect and relay customer feedback to improve service quality. Participate in training programs to enhance skills and knowledge. Continuously seek ways to improve personal and team performance 2.2 Minimum experience and qualifications required At least 3-5 years' experience in insurance administrative duties Matric RE5 qualifications will be at an advantage 2.3 Other minimum requirements Microsoft literacy and skills – Word, Excel, Outlook Excellent communication skills such as telephone etiquette, emails and sms Multilingual in English, Xhosa, Sotho, Zulu, Afrikaans etc Age: between 25 – 35 years 2.4 Summary of job Treat customers, co-workers or any other person, business partner, supplier and our underwriter with professionalism, dignity and respect Work as a team and have a positive attitude Handling inbound and outbound customer calls professionally Provide accurate information about insurance products and services Resolve customers inquiries and basic complaints efficiently Maintain high levels of customer satisfaction and engagement. Assist customers with policy-related queries, renewals and amendments Guide customers through the claims process Utilize call centre software, insurance software and customer relationship management (CRM) systems effectively. Maintain accurate and up-to-date customer records. Demonstrate proficiency in navigating insurance-related databases, systems and Microsoft programs Stay informed about the company's insurance products and services. Understand policy terms, coverage options, and exclusions. Keep updated with industry regulations and company policies Identify and address customer issues promptly. Identify opportunities for cross-selling and up-selling insurance products. Assist in daily customer retention by providing excellent service and support. Take part in sales and retention campaigns. Follow up with customers to ensure satisfaction and address any further needs. Meet or exceed performance targets, including call handling time and resolution rates. Contribute to the overall efficiency of the call centre operations Work collaboratively with team members and other departments. Share best practices and support colleagues in achieving team goals. Apply Now

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Customer Centre Agent Pretoria - South Africa

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