Contact Centre Agent (Insurance Claims Line)

Headset on, systems open: this international outsourcing contact centre in Benoni needs agents who stay patient on the hundredth call. It suits someone who likes knowing exactly what a good day's work looks like.

You'll be based at an international outsourcing contact centre in Benoni. Living nearby, or on a taxi route to it, really helps. The first two weeks are spent shadowing someone experienced.

• Answer inbound calls within target and greet callers using the approved script.
• Process address changes, refunds and cancellations on the billing system.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Reply to emails and live chats within the service-level window.
• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.
• Troubleshoot routers, fibre connections and app logins step by step.

• Matric with a pass in English
• You stay calm when a caller is angry
• Open to rotating shifts, including nights and weekends for offshore campaigns
• No criminal record, as most clients run a background check

• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live
• Monthly performance bonus linked to quality and attendance

• 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.