Contact Centre Agent (Insurance Claims Line)

A good call centre job in Umlazi gives you training, shifts you can plan around and room to move up. If you turn up on time and finish what you start, you'll fit in quickly.

The site is in Umlazi; early starts mean public transport timing matters, so check your route before applying. Start is planned for the beginning of next month.

• Escalate complex complaints to a team leader with clear case notes.
• Log every interaction and outcome in the CRM before taking the next call.
• Attend team huddles and weekly coaching sessions on call recordings.
• Reply to emails and live chats within the service-level window.
• Answer inbound calls within target and greet callers using the approved script.
• Meet daily targets for average handle time, quality score and first-call resolution.

• Basic computer skills: Windows, email and working across a few screens
• 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
• Able to pass a voice and accent assessment

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

• Company transport home after night shifts
• 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.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.