Customer Service Agent (Telco Support) – Immediate Start

You'll take customer calls and chats at an insurance claims contact centre in Sandton, sorting problems on the first contact. Bring a calm head on busy days and you'll be fine.

This post is Sandton-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.

• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Verify caller identity before sharing any account details, as POPIA requires.
• Follow up on open tickets and phone customers back when promised.

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

• A second language, especially Afrikaans, isiZulu or Portuguese
• A Customer Service NQF Level 2 or 4 learnership certificate
• Technical know-how on Wi-Fi, fibre or smartphones

• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live
• Company transport home after night shifts
• Clear promotion path to team leader or quality assessor

• 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.