Contact Centre Agent (Insurance Claims Line)

You'll take customer calls and chats at an international outsourcing contact centre in Centurion, sorting problems on the first contact. If you like clear targets and knowing where you stand, this is for you.

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

• Process address changes, refunds and cancellations on the billing system.
• Troubleshoot routers, fibre connections and app logins step by step.
• Escalate complex complaints to a team leader with clear case notes.
• Follow up on open tickets and phone customers back when promised.
• Attend team huddles and weekly coaching sessions on call recordings.
• Verify caller identity before sharing any account details, as POPIA requires.
• Meet daily targets for average handle time, quality score and first-call resolution.

• Matric with a pass in English
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry

• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese
• A Customer Service NQF Level 2 or 4 learnership certificate

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

• 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.