Contact Centre Agent (Insurance Claims Line)

Headset on, systems open: this international outsourcing contact centre in Ballito needs agents who stay patient on the hundredth call. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

Home base is an international outsourcing contact centre on the Ballito side of KwaZulu-Natal. There's a probation period of three months before the contract is confirmed.

• Escalate complex complaints to a team leader with clear case notes.
• Troubleshoot routers, fibre connections and app logins step by step.
• Process address changes, refunds and cancellations on the billing system.
• Follow up on open tickets and phone customers back when promised.
• Reply to emails and live chats within the service-level window.
• Log every interaction and outcome in the CRM before taking the next call.
• Handle callers with UK, US or Australian accents and time zones.

• Basic computer skills: Windows, email and working across a few screens
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment
• Open to rotating shifts, including nights and weekends for offshore campaigns

• Technical know-how on Wi-Fi, fibre or smartphones
• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

• Medical aid option after probation
• Company transport home after night shifts
• Monthly performance bonus linked to quality and attendance
• 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.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.