Call Centre Agent

To deliver high-quality, end-to-end customer support within the 24/7 Contact Centre by managing inquiries, claims registration, and service coordination efficiently. The role is central to ensuring seamless customer experience, operational efficiency, and timely claims resolution across all touchpoints.\n\n### Key Tasks and Responsibilities\n* Efficient and timely registration of claims and follow-up on pending documentation.\n* Coordinate assessor appointments, facilitate windscreen claims processing, and arrange courtesy car issuance.\n* Process service provider invoice settlements and perform statement reconciliations based on assigned accounts.\n* Deliver 24/7 support for roadside assistance and rescue services.\n* Provide front-line support at assessment centres.\n* Accurately capture claim details in the FLIP system.\n* Assess new claims, ensure reserve accuracy, and assign appropriate service providers.\n* Address and resolve customer complaints, feedback, and inquiries effectively.\n* Provide timely updates on claim status.\n* Professionally handle all incoming calls, maintaining a high standard of customer service.\n* Escalate complex issues to relevant departments for resolution.\n* Support additional functions such as social media handling, email correspondence (particularly on call centre claims & service providers mailbox), and customer feedback surveys.\n* Execute any other tasks as assigned by the Call Centre Manager.\n* Offer product and service information to customers as required.\n\n### Skills and Competencies\n* Proficiency in MS Office applications (Excel, Word, Outlook).\n* Strong analytical skills with the ability to interpret data and generate actionable insights.\n* Excellent verbal & written communication abilities.\n* Consistent demonstration of professionalism and customer-centric behaviour.\n* Competence in claims communication, customer follow-up, and constructive feedback.\n* Demonstrated organizational awareness, time management, and interpersonal skills.\n* High standards of professional etiquette and emotional intelligence.\n* Team collaboration and responsiveness to dynamic operational needs.\n\n### Knowledge & Experience\n* Proven experience in a customer service or call centre environment, preferably in insurance or financial services.\n* Solid understanding of end-to-end call centre workflows, including claims processes, customer handling protocols, and service-level expectations.\n* Familiarity with claims management systems such as FLIP or other policy administration platforms.\n* Working knowledge of contact centre metrics (e.g., AHT, FCR, NPS) and key performance indicators (KPIs).\n* Ability to handle high call volumes while maintaining service quality and professionalism.\n* Experience in coordinating with multiple departments and stakeholders for issue resolution.\n* Knowledge of escalation procedures, complaint resolution, and customer experience management.\n* Adept at using CRM tools, call monitoring systems, and reporting dashboards.\n* Exposure to regulated environments with an understanding of compliance expectations, including KYC and data protection.\n\n### Qualifications\n* Bachelor’s degree in business administration, Communications, Insurance, or a related field.\n* Diploma in Insurance (AIIK) – an added advantage.\n* Proficiency in computer applications and call centre platforms.\n* Experience working with CRM systems and email management tools.\n\n### How to Apply\nInterested and qualified candidates should visit the Old Mutual application portal on Workday to submit their applications. You can access the application page directly through .