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