Call Centre Agent (Senior Associate) - Insurance Night Shift

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

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