Insurance Call Centre Agent - Night Shift (US Hours)

Job DescriptionCSR Responsibilities· Receive incoming calls from customers who have a policy related question· Ability to interact and thrive in a fast-paced environment dealing with a high volume of calls and stressful situations· Deliver appropriate sense of urgency when responding to customer requests· Maintain professional etiquette and provide exceptional customer service when corresponding with customers via phone· Effectively advise the Coach, Floor Support mentor, or Team Leader promptly and fully to inform them of any problems, or unusual matters which may lead to an escalation or dissatisfied customer· Responsible for entering accurate information into systems. - Detailed documentation is required for potential future investigatory purposesQualificationsMinimum Requirements:Matric1 year of customer service experienceProven proficiency with data entry, computer applications, Windows environment, and accessing the internet and e-mailBe proficient in multi-tasking on the computer, phone and chat rooms to support customer requestsPunctuality and attendance better than standard, as well as flexible availability to meet training and shift requirementsHave a working knowledge and understanding of vehicle types, including various makes and modelsCommunication SkillsExcellent verbal and written communication skills - must have a pleasant speaking voice, good articulation, annunciation, and clear diction Match the callers' pace and tone with the ability to be clear, concise, and confidentDemonstrate sincere empathy and compassion and a genuine respect for people, their concerns, feelings, well-being, and appreciation of them as one of our customersAttention to DetailMust have demonstrated ability to analyze and problem-solve, show persistence, attention to detail, adherence to applicable policies, procedures, and product changesClear and effective documentation skillsStrong multi-tasking skills: in this role you will need to actively listen while simultaneously entering information into our "NextGen" system Must be highly organized and flexible, as well as able to work independently and in a self-directed mannerAdditional Information24x7 Operation with majority shifts falling between 2PM and 2AM