Customer Service Agent (Telco Support) – Entry Level

You'll take customer calls and chats at an insurance claims contact centre in Kempton Park, sorting problems on the first contact. It's a practical job: you'll see what you got done before you go home.

The site is in Kempton Park; early starts mean public transport timing matters, so check your route before applying. Shifts rotate, so you'll need to be flexible about days and nights.

• Attend team huddles and weekly coaching sessions on call recordings.
• Verify caller identity before sharing any account details, as POPIA requires.
• Handle callers with UK, US or Australian accents and time zones.
• Follow up on open tickets and phone customers back when promised.
• 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.

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

• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese
• 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
• Medical aid option after probation

• 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.