Call Centre Agent (Senior Associate) - Insurance Night Shift

Responsibilities

• Deliver outstanding customer service by assisting with insurance-related queries, including new business, renewals, and policy amendments
• Manage and resolve policy cancellations, reinstatements, and service-related concerns
• Provide proactive support to customers and agents using online billing systems and agency portals
• De-escalate concerns and resolve conflicts to build strong, lasting relationships
• Identify and act on new business opportunities to support company growth
• Accurately track and document all customer interactions to ensure seamless service delivery

Requirements

• Grade 12 / Matric certificate
• At least 1 year of experience in a contact centre or customer service environment
• Strong command of written and spoken English
• Clear credit and criminal record
• Ability to work a dynamic 24/7 schedule, including night shifts and public holidays

Preferred Qualifications

• Previous experience specifically within the insurance industry
• Experience working in an international contact centre environment

Benefits

• Career growth and advancement opportunities
• Training and professional development support
• Exposure to international clients and advanced systems
• Fast-paced and collaborative team culture

About the Company

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation. We serve more than 700 clients across various industries, including Banking, Financial Services, Healthcare, and Insurance. With over 66,000 employees globally, WNS combines deep domain expertise with AI-powered platforms to deliver sustainable business outcomes and meaningful impact.