Call Centre Agent Senior Associate - Insurance

Job Description

Step into a fun, fast-paced role where no two days are the same. You’ll be right at the centre of it all, chatting with customers and agents, solving problems, and making their day a little easier. As the go-to person, you’ll handle inbound calls with confidence, turning questions into solutions and delivering standout service with every interaction.

What You’ll Be Doing:

• Deliver outstanding customer service by assisting with a variety of insurance-related queries, including new business, renewals, policy amendments, and general enquiries.
• Confidently manage and resolve policy cancellations, reinstatements, and service-related concerns, turning challenges into positive outcomes.
• Serve as a knowledgeable expert across multiple online billing systems and agency portals, providing proactive support to both customers and agents.
• Use your communication skills to de-escalate concerns, resolve conflicts, and build strong, lasting relationships.
• Identify and act on new business opportunities, using sound judgment to support both customer needs and company growth.
• Accurately track and document customer interactions to ensure seamless service delivery.
• Take on additional responsibilities as needed, contributing to a collaborative and high-performing team.

What You Bring to the Role: 

• A passion for excellent customer service and creating positive customer experiences.
• Strong communication skills, with the ability to actively listen, empathize, and respond effectively.
• Solid numerical and analytical abilities to confidently assist with billing-related queries.
• Exceptional multitasking skills, including efficient typing and system navigation to address customer needs in real-time.
• Previous customer service or call centre experience is a must. 

If you thrive in a fast-paced environment and love helping people while solving meaningful problems, this role is the perfect fit. 

What Makes the Role Exciting:

• Career growth opportunities
• Training and development support
• Exposure to international clients & systems
• Fast-paced, fun team culture

Qualifications

Minimum Requirements:

• Grade 12 / Matric certificate
• At least 1 year of experience in a contact centre environment, or 12 months customer service experience (preferably within the insurance industry)
• International contact centre experience will be advantageous
• Strong command of written and spoken English is essential
• Must have a clear credit and criminal record

Additional Information

• Enjoy a dynamic 24/7 schedule with rotational shifts from Monday to Sunday
• Be part of a team that keeps things running, even on South African public holidays
• Our operating sites are based in Century City, Observatory and Newlands