Call Centre Agent (Night Shift, US Market) – Fixed-Term

Headset on, systems open: this insurance claims contact centre in Durban Central needs agents who stay patient on the hundredth call. You'll work with a small crew, so being easy to work with matters as much as skill.

The work is in Durban Central, KwaZulu-Natal, so you'll need a reliable way to get there every day.

• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.
• Answer inbound calls within target and greet callers using the approved script.
• Reply to emails and live chats within the service-level window.
• Process address changes, refunds and cancellations on the billing system.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Verify caller identity before sharing any account details, as POPIA requires.

• Able to pass a voice and accent assessment
• You stay calm when a caller is angry
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• No criminal record, as most clients run a background check

• Technical know-how on Wi-Fi, fibre or smartphones
• Previous contact centre or retail customer service experience

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

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