Contact Centre Agent (Insurance Claims Line)

Customers phone this telecoms support centre in Prospecton when something has gone wrong, and your job is to put it right. People who do well here are steady, honest and not scared to ask when something is unclear.

This post is in Prospecton (KwaZulu-Natal). Please only apply if you can travel there daily. Most weeks are 45 hours, in line with the BCEA.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.
• Handle callers with UK, US or Australian accents and time zones.
• Troubleshoot routers, fibre connections and app logins step by step.

• Matric with a pass in English
• You stay calm when a caller is angry
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• Technical know-how on Wi-Fi, fibre or smartphones
• 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
• Medical aid option after probation

• 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.