Contact Centre Agent (Insurance Claims Line) – Experienced

You'll take customer calls and chats at a telecoms support centre in Atlantis, sorting problems on the first contact. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

The work is in Atlantis, Western Cape, so you'll need a reliable way to get there every day. Overtime comes up in peak season and is paid.

• 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.
• Attend team huddles and weekly coaching sessions on call recordings.
• Troubleshoot routers, fibre connections and app logins step by step.
• Escalate complex complaints to a team leader with clear case notes.
• Process address changes, refunds and cancellations on the billing system.
• Handle callers with UK, US or Australian accents and time zones.

• Matric with a pass in English
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry
• No criminal record, as most clients run a background check
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate

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

• 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.