Bilingual Call Centre Agent (Afrikaans/English)

You'll take customer calls and chats at an insurance claims contact centre in Durban Central, sorting problems on the first contact. It's the kind of job where doing the basics well every day gets you noticed.

Home base is an insurance claims contact centre on the Durban Central side of KwaZulu-Natal.

• Verify caller identity before sharing any account details, as POPIA requires.
• Attend team huddles and weekly coaching sessions on call recordings.
• Log every interaction and outcome in the CRM before taking the next call.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.
• Answer inbound calls within target and greet callers using the approved script.

• You stay calm when a caller is angry
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Matric with a pass in English

• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Company transport home after night shifts

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.