Call Centre Agent (Night Shift, US Market)

Customers phone this insurance claims contact centre in Midrand when something has gone wrong, and your job is to put it right. You don't need to be the loudest person in the room, just the one others can count on.

Location: Midrand, Gauteng. Applicants who already live in the area get looked at first.

• 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.
• Follow up on open tickets and phone customers back when promised.
• Reply to emails and live chats within the service-level window.

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

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

• Paid training for 2 to 4 weeks before you go live
• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.