Contact Centre Agent (Insurance Claims Line)

Customers phone this banking service centre in Durban Central when something has gone wrong, and your job is to put it right. People who do well here are steady, honest and not scared to ask when something is unclear.

You'll be based at a banking service centre in Durban Central. Living nearby, or on a taxi route to it, really helps. Overtime comes up in peak season and is paid.

• Reply to emails and live chats within the service-level window.
• Verify caller identity before sharing any account details, as POPIA requires.
• Log every interaction and outcome in the CRM before taking the next call.
• Answer inbound calls within target and greet callers using the approved script.
• Follow up on open tickets and phone customers back when promised.
• Escalate complex complaints to a team leader with clear case notes.

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

• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese

• Company transport home after night shifts
• Clear promotion path to team leader or quality assessor
• 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.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.