Contact Centre Agent (Insurance Claims Line)

Headset on, systems open: this banking service centre in Mthatha needs agents who stay patient on the hundredth call. This is a good step for someone who wants proper routine and a manager who notices good work.

The work is in Mthatha, Eastern Cape, so you'll need a reliable way to get there every day.

• Follow up on open tickets and phone customers back when promised.
• Escalate complex complaints to a team leader with clear case notes.
• Troubleshoot routers, fibre connections and app logins step by step.
• Reply to emails and live chats within the service-level window.
• Process address changes, refunds and cancellations on the billing system.
• Attend team huddles and weekly coaching sessions on call recordings.

• Matric with a pass in English
• Basic computer skills: Windows, email and working across a few screens
• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• No criminal record, as most clients run a background check
• Able to pass a voice and accent assessment

• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate
• Technical know-how on Wi-Fi, fibre or smartphones

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