Contact Centre Agent (Insurance Claims Line) – Permanent

You'll take customer calls and chats at an international outsourcing contact centre in Brackenfell, sorting problems on the first contact. It's a practical job: you'll see what you got done before you go home.

This post is Brackenfell-based, with most of your time spent at an international outsourcing contact centre. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Troubleshoot routers, fibre connections and app logins step by step.
• Escalate complex complaints to a team leader with clear case notes.
• Answer inbound calls within target and greet callers using the approved script.
• Verify caller identity before sharing any account details, as POPIA requires.
• Attend team huddles and weekly coaching sessions on call recordings.
• Log every interaction and outcome in the CRM before taking the next call.

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

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

• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live
• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts

• 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.