Call Centre Associate
Job Description
Job Role:
- Answering customer calls promptly and professionally.
- Assisting customers with policy inquiries and explaining coverage details.
- Helping customers with insurance claims and guiding the process.
- Assisting with policy changes, updates, and premium payments.
- Resolving customer issues and complaints related to insurance policies.
- Maintaining product knowledge and providing accurate information to customers.
- Documenting customer interactions and adhering to compliance regulations.
- Delivering excellent customer service through empathy and problem-solving skills.
- Involve in fraud detection and updating the claim teams.
- Striving for first call resolution and minimizing callbacks.
- Maintain center performance metrics and quality standards.
- Maintaining up-to-date knowledge of insurance policies and regulations.
- Escalating complex customer issues to supervisors or specialized teams.
- Multitasking efficiently and managing time effectively.
- Participating in ongoing training and professional development programs.
Job Pre-Requisites:
- Should have passed the G.C.E. A/L Examination.
- Should possess a bachelor’s degree or equivalent qualification.
- Minimum 01 year of experience in a similar capacity in an insurance company.
- Proficiency in English and Sinhala is essential.
- Willingness to work on a shift basis to support 24/7 operations.
- Ability to communicate in Tamil would be an added advantage.
