Contact Centre Agent (Insurance Claims Line)

You'll take customer calls and chats at a banking service centre in Middelburg (MP), sorting problems on the first contact. This is a good step for someone who wants proper routine and a manager who notices good work.

This post is in Middelburg (MP) (Mpumalanga). Please only apply if you can travel there daily.

• Reply to emails and live chats within the service-level window.
• Answer inbound calls within target and greet callers using the approved script.
• Troubleshoot routers, fibre connections and app logins step by step.
• Log every interaction and outcome in the CRM before taking the next call.
• Attend team huddles and weekly coaching sessions on call recordings.
• Follow up on open tickets and phone customers back when promised.
• Verify caller identity before sharing any account details, as POPIA requires.

• 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
• No criminal record, as most clients run a background check

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

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

• 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.