Contact Centre Agent (Insurance Claims Line) – Permanent

You'll take customer calls and chats at a telecoms support centre in Cape Town CBD, sorting problems on the first contact. You don't need to be the loudest person in the room, just the one others can count on.

The work is in Cape Town CBD, Western Cape, so you'll need a reliable way to get there every day.

• Follow up on open tickets and phone customers back when promised.
• Verify caller identity before sharing any account details, as POPIA requires.
• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.
• Handle callers with UK, US or Australian accents and time zones.
• Answer inbound calls within target and greet callers using the approved script.

• Matric with a pass in English
• Open to rotating shifts, including nights and weekends for offshore campaigns
• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment

• Previous contact centre or retail customer service experience
• Technical know-how on Wi-Fi, fibre or smartphones
• A Customer Service NQF Level 2 or 4 learnership certificate

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

• 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.