Inbound Call Centre Agent (UK Campaign)

Headset on, systems open: this insurance claims contact centre in Sandton needs agents who stay patient on the hundredth call. Bring a calm head on busy days and you'll be fine.

You'll report in Sandton. Relocation is not covered for this one. Overtime comes up in peak season and is paid.

• Reply to emails and live chats within the service-level window.
• Attend team huddles and weekly coaching sessions on call recordings.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Process address changes, refunds and cancellations on the billing system.
• Follow up on open tickets and phone customers back when promised.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Open to rotating shifts, including nights and weekends for offshore campaigns
• 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

• Monthly performance bonus linked to quality and attendance
• Clear promotion path to team leader or quality assessor
• Medical aid option after probation
• 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.