Contact Centre Agent (Insurance Claims Line) – Entry Level

Customers phone this insurance claims contact centre in Ballito 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.

This post is in Ballito (KwaZulu-Natal). Please only apply if you can travel there daily. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Verify caller identity before sharing any account details, as POPIA requires.
• Troubleshoot routers, fibre connections and app logins step by step.
• Reply to emails and live chats within the service-level window.
• Log every interaction and outcome in the CRM before taking the next call.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.

• Able to pass a voice and accent assessment
• Matric with a pass in English
• You stay calm when a caller is angry
• No criminal record, as most clients run a background check
• Basic computer skills: Windows, email and working across a few screens
• Open to rotating shifts, including nights and weekends for offshore campaigns

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

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

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.