Contact Centre Agent (Insurance Claims Line)

Customers phone this international outsourcing contact centre in Newcastle when something has gone wrong, and your job is to put it right. This is a good step for someone who wants proper routine and a manager who notices good work.

This post is Newcastle-based, with most of your time spent at an international outsourcing contact centre. Shifts rotate, so you'll need to be flexible about days and nights.

• Reply to emails and live chats within the service-level window.
• Verify caller identity before sharing any account details, as POPIA requires.
• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.
• Handle callers with UK, US or Australian accents and time zones.
• Attend team huddles and weekly coaching sessions on call recordings.
• Answer inbound calls within target and greet callers using the approved script.

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

• A second language, especially Afrikaans, isiZulu or Portuguese
• A Customer Service NQF Level 2 or 4 learnership certificate

• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live
• 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.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.