Contact Centre Agent (Insurance Claims Line)

Customers phone this banking service centre in Epping when something has gone wrong, and your job is to put it right. You don't need to be the loudest person in the room, just the one others can count on.

The site is in Epping; early starts mean public transport timing matters, so check your route before applying. Weekend work is on a roster, so you won't be on every weekend.

• Handle callers with UK, US or Australian accents and time zones.
• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.
• Process address changes, refunds and cancellations on the billing system.
• Answer inbound calls within target and greet callers using the approved script.

• Matric with a pass in English
• 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

• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience

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

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.