Contact Centre Agent (Insurance Claims Line)

Customers phone this banking service centre in Mamelodi when something has gone wrong, and your job is to put it right. If you like clear targets and knowing where you stand, this is for you.

Home base is a banking service centre on the Mamelodi side of Gauteng. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Troubleshoot routers, fibre connections and app logins step by step.
• Process address changes, refunds and cancellations on the billing system.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.
• Attend team huddles and weekly coaching sessions on call recordings.
• Reply to emails and live chats within the service-level window.

• 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
• Basic computer skills: Windows, email and working across a few screens

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

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

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