Contact Centre Agent (Insurance Claims Line)

Customers phone this international outsourcing contact centre in Springs when something has gone wrong, and your job is to put it right. It suits someone who likes knowing exactly what a good day's work looks like.

The work is in Springs, Gauteng, so you'll need a reliable way to get there every day.

• Troubleshoot routers, fibre connections and app logins step by step.
• Escalate complex complaints to a team leader with clear case notes.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Attend team huddles and weekly coaching sessions on call recordings.
• Follow up on open tickets and phone customers back when promised.
• Answer inbound calls within target and greet callers using the approved script.

• Able to pass a voice and accent assessment
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Basic computer skills: Windows, email and working across a few screens
• No criminal record, as most clients run a background check
• You stay calm when a caller is angry

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

• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• 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.