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

Customers phone this insurance claims contact centre in Sandton when something has gone wrong, and your job is to put it right. Bring a calm head on busy days and you'll be fine.

The site is in Sandton; early starts mean public transport timing matters, so check your route before applying.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Reply to emails and live chats within the service-level window.
• Process address changes, refunds and cancellations on the billing system.
• Attend team huddles and weekly coaching sessions on call recordings.
• Answer inbound calls within target and greet callers using the approved script.

• Basic computer skills: Windows, email and working across a few screens
• 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

• Technical know-how on Wi-Fi, fibre or smartphones
• A second language, especially Afrikaans, isiZulu or Portuguese

• Company transport home after night shifts
• Clear promotion path to team leader or quality assessor
• Paid training for 2 to 4 weeks before you go live

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