Contact Centre Agent (Insurance Claims Line)

You'll take customer calls and chats at a telecoms support centre in Pretoria East, sorting problems on the first contact. You'll work with a small crew, so being easy to work with matters as much as skill.

This post is Pretoria East-based, with most of your time spent at a telecoms support centre.

• Answer inbound calls within target and greet callers using the approved script.
• Attend team huddles and weekly coaching sessions on call recordings.
• Troubleshoot routers, fibre connections and app logins step by step.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Process address changes, refunds and cancellations on the billing system.
• Meet daily targets for average handle time, quality score and first-call resolution.

• No criminal record, as most clients run a background check
• Matric with a pass in English
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate

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

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