Customer Service Representative - Contact Centre

About the role

The Customer Service Representative in the Contact Centre delivers efficient, high-quality service across telephony and digital channels. The role covers answering customer enquiries, giving guidance on insurance products and policies, supporting quotations and policy issuance, and helping with claims queries. It also contributes to sales, cross-selling, upselling, renewals, retention and digital adoption, while meeting service standards, procedures and KPIs.

Key responsibilities

• Handle inbound and outbound calls and digital enquiries, resolving requests accurately and on time, with follow-up on outstanding matters.
• Escalate complex issues, complaints and policy exceptions to the Team Leader or Supervisor.
• Guide customers on insurance products, quotations, policy terms and claims procedures.
• Process quotations, policy issuance, customer documentation and related admin; liaise with Underwriting, Claims, Debtors and other support functions.
• Promote insurance products, identify cross-selling and upselling opportunities, and follow up on renewals and renewal campaigns.
• Support prospective and existing customers, encourage use of digital platforms, and guide customers through online tools.
• Meet service quality, call-handling, response-time, callback, productivity and follow-up targets, and keep customer records accurate.
• Work according to procedures and KPIs, support contact centre projects, and give reporting inputs for renewal and service initiatives.

Required profile

• HSC or equivalent, with at least three years of customer service or contact centre experience.
• Knowledge of insurance products, policy administration and customer service practices.
• Fluency in written and spoken English and French.
• Strong communication, teamwork, results orientation, organisation and attention to detail.

Required skills

• Ability to use contact centre systems, digital tools and documentation processes.
• Understanding of enquiry handling, follow-up procedures and service quality standards.