Contact Centre Agent (Insurance Claims Line)

Customers phone this online retail help desk in Alberton when something has gone wrong, and your job is to put it right. People who do well here are steady, honest and not scared to ask when something is unclear.

This post is Alberton-based, with most of your time spent at an online retail help desk.

• Reply to emails and live chats within the service-level window.
• Answer inbound calls within target and greet callers using the approved script.
• Handle callers with UK, US or Australian accents and time zones.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Troubleshoot routers, fibre connections and app logins step by step.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• Matric with a pass in English
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry

• A second language, especially Afrikaans, isiZulu or Portuguese
• A Customer Service NQF Level 2 or 4 learnership certificate

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

• 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.