Contact Centre Agent (Insurance Claims Line)

Customers phone this international outsourcing contact centre in Tembisa when something has gone wrong, and your job is to put it right. You don't need to be the loudest person in the room, just the one others can count on.

You'll report in Tembisa. Relocation is not covered for this one.

• Verify caller identity before sharing any account details, as POPIA requires.
• Answer inbound calls within target and greet callers using the approved script.
• Handle callers with UK, US or Australian accents and time zones.
• Log every interaction and outcome in the CRM before taking the next call.
• Troubleshoot routers, fibre connections and app logins step by step.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Process address changes, refunds and cancellations on the billing system.

• You stay calm when a caller is angry
• 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)
• Basic computer skills: Windows, email and working across a few screens

• A second language, especially Afrikaans, isiZulu or Portuguese
• Previous contact centre or retail customer service experience

• Medical aid option after probation
• Clear promotion path to team leader or quality assessor
• Paid training for 2 to 4 weeks before you go live
• Monthly performance bonus linked to quality and attendance

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.