The role of a Customer Service Agent -  Contact Centre involves providing solutions and resolutions to a diverse range of customer related issues, predominantly coming through digital channels. It encampasses analyzing  viable solutions to different queries presented and applying documented procedures and precedent to determine the appropriate course of action. The person in this role is responsible for providing operations support, guidance and specialized administrative support to Policy owners, Pensioners, Financial Advisors and other internal and external customers.

Customer Service

• Presenting a professional image on call, Email, SMS, Chats, Social media support or any other designated channel/role.
• Authenticating and providing fast and excellent service response to all client queries presented.
• Handling customer queries and complaints within the stipulated turnaround times and quality standards.
• Connecting clients to other business sections where necessary and ensuring following up their issues for timely resolution.
• Supporting customers and financial advisors through servicing processes and liaising with the back office where such processes need escalation input.
• Collecting customer feedback, actioning and reporting appropriately.
• Fostering customer recognition and loyalty rewarding through different approaches.
• Maintaining strong client and intermediary relationships and communications.
• Conservation of policies when customers want to cancel, by advising them on the cover benefits, and available alternatives as per the conservation procedure.
• Upselling and cross selling products to new and existing customers to bolster business growth through the leads management framework.
• Supporting the quality officer with peer coaching and any other quality improvement assignments issued.

Operations and Adminstrative Support

• Assisting customers with purchases, policy changes or corrections as per requests or need and executing any designated approvals.
• Sending out any assigned customer communications and executing and participating in any assigned relationship management interractions.
• Managing and protecting the reputation of the company through demonstrating professionalism.
• Keeping stock of stationery and making requisitions where necessary in line with budgets.

Reporting and collaboration

• Recording all customer interactions on the right system along with details of their inquiries or complaints and action steps that were taken.
• Reporting on engagements done, complaints handled and other reporting areas as directed.
• Reporting assigned reporting areas on team activities, back office escalations, productivity and any other delegated reports.
• Collaborating with the team on training, learning and growth, team buidling and innovation initiatives.
• Relieving other team members during leaves/off-desk times as assigned, across different channels.
• Participating in any championing or process improvement projects assigned.

Knowledge, Skills and Abilities

• Knowledge of contact center metrics operational and quality metrics
• Excellent verbal and written communication and interpersonal skills
• Strong people relationship and collaboration skills
• Good networking and presentation skills
• Excellent planning, organization and time management skills
• Excellent problem solving and decision-making skills
• Knowledgeable of insurance operations
• Computer and telecommunications literacy
• Ability and flexibility to cope with a fast-paced job environment
• Client-centered mindset
• Strong team relationship skills

Academic Qualification

• Degree in a business-related degree or other relevant degree from a recognized institution.

Membership and Professional Qualifications

• Membership in a relevant insurance-related professional body is an added advantage.
• Professional qualification in insurance is an added advantage.

Experience

• Minimum of 1 year’s contact center related experience.

If you meet the requirements for this position, click the APPLY NOW button below to submit your application and resume by 6th July 2026. 

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