Customer Service Agent (Telco Support)

Customers phone this insurance claims contact centre in Cape Town CBD when something has gone wrong, and your job is to put it right. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is Cape Town CBD-based, with most of your time spent at an insurance claims contact centre. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Verify caller identity before sharing any account details, as POPIA requires.
• Handle callers with UK, US or Australian accents and time zones.
• Troubleshoot routers, fibre connections and app logins step by step.
• Log every interaction and outcome in the CRM before taking the next call.
• Escalate complex complaints to a team leader with clear case notes.
• Answer inbound calls within target and greet callers using the approved script.

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

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

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

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.