Call Centre Agent (Night Shift, US Market) – Permanent

Customers phone this insurance claims contact centre in Kempton Park when something has gone wrong, and your job is to put it right. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Home base is an insurance claims contact centre on the Kempton Park side of Gauteng.

• Log every interaction and outcome in the CRM before taking the next call.
• Handle callers with UK, US or Australian accents and time zones.
• Escalate complex complaints to a team leader with clear case notes.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Answer inbound calls within target and greet callers using the approved script.

• Able to pass a voice and accent assessment
• No criminal record, as most clients run a background check
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Basic computer skills: Windows, email and working across a few screens
• You stay calm when a caller is angry

• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live
• Company transport home after night shifts

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.