Inbound Call Centre Agent (UK Campaign)

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

You'll report in Centurion. Relocation is not covered for this one. Most weeks are 45 hours, in line with the BCEA.

• Handle callers with UK, US or Australian accents and time zones.
• Attend team huddles and weekly coaching sessions on call recordings.
• Process address changes, refunds and cancellations on the billing system.
• Follow up on open tickets and phone customers back when promised.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.
• Log every interaction and outcome in the CRM before taking the next call.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• You stay calm when a caller is angry
• No criminal record, as most clients run a background check
• Matric with a pass in English
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

• Medical aid option after probation
• Company transport home after night shifts
• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live

• 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.