Customer Service Representative – Contact Centre

Job Summary
The Customer Service Representative – Contact Centre is responsible for delivering efficient, high-quality customer service across telephony and digital channels. The role involves responding to customer enquiries, providing insurance products and policy guidance, supporting quotation processing and policy issuance, and assisting with claims-related queries. The position also contributes to sales, cross-selling, upselling, renewal follow-ups, customer retention, and digital adoption, while ensuring compliance with defined service standards, operational procedures, and key performance indicators (KPIs).

Main Responsibilities
• Handle inbound and outbound calls and digital enquiries, providing accurate information and ensuring timely resolution of customer requests.
• Maintain high standards of customer service and ensure appropriate follow-up on outstanding enquiries and requests.
• Escalate complex customer issues, complaints, and policy exceptions to the Team Leader or Supervisor.

• Provide guidance on insurance products, quotations, policy terms and conditions, and claims-related procedures.
• Process quotations, policy issuance, customer documentation, and related administrative activities.
• Follow up on customer transactions and outstanding documentation to ensure completion within agreed timelines.
• Liaise with Underwriting, Claims, Debtors, and other support functions to facilitate query resolution and transaction processing.

• Promote relevant insurance products and identify cross-selling and upselling opportunities.
• Follow up on renewal lists and support renewal campaigns to contribute to customer retention and sales targets.
• Provide appropriate sales support to prospective clients and existing customers.

• Encourage customers to adopt and use the company's digital platforms and online services.
• Assist customers with digital service interactions and provide guidance on available online tools.

• Meet established service quality, call-handling, response-time, callback, productivity, and follow-up requirements.
• Ensure accuracy in customer records, documentation, and transaction processing.
• Work in accordance with established procedures, service guidelines, and operational KPIs.

• Support customer service initiatives, contact centre projects, and operational administrative activities.
• Contribute to service improvement initiatives and participate in training and other activities as required.
• Provide relevant reporting inputs and support monthly or quarterly renewal and service initiatives as directed by the Team Leader.

Job Requirements
• Higher School Certificate (HSC) or equivalent.
• Minimum of three years of relevant experience in customer service or a contact centre environment.
• Knowledge of insurance products, policy administration, and customer service practices.
• Ability to use contact centre systems, digital tools, and documentation processes.
• Understanding of customer enquiry handling, follow-up procedures, and service quality standards.

• Strong communication and interpersonal skills.
• Customer-focused approach and commitment to service excellence.
• Teamwork and collaboration.
• Results orientation and ability to meet targets and deadlines.
• Good organisational skills and attention to detail.
• Ability to manage fluctuating workloads and customer expectations effectively.

Fluency in both written and spoken English and French.
The company reserves the right to call only the qualified candidates for the selection exercises.
Applications received after the closing date might not be considered.
The company also reserves the right not to proceed with the vacancies.