Contact Centre Agent (Insurance Claims Line)

You'll take customer calls and chats at an insurance claims contact centre in Fourways, sorting problems on the first contact. Bring a calm head on busy days and you'll be fine.

This post is in Fourways (Gauteng). Please only apply if you can travel there daily. Shifts rotate, so you'll need to be flexible about days and nights.

• Verify caller identity before sharing any account details, as POPIA requires.
• Answer inbound calls within target and greet callers using the approved script.
• Log every interaction and outcome in the CRM before taking the next call.
• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.
• Process address changes, refunds and cancellations on the billing system.
• Meet daily targets for average handle time, quality score and first-call resolution.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• 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

• Technical know-how on Wi-Fi, fibre or smartphones
• A second language, especially Afrikaans, isiZulu or Portuguese
• Previous contact centre or retail customer service experience

• Company transport home after night shifts
• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation
• Clear promotion path to team leader or quality assessor

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.