Live Chat & Email Support Agent

Customers phone this insurance claims contact centre in Epping when something has gone wrong, and your job is to put it right. It suits someone who likes knowing exactly what a good day's work looks like.

Home base is an insurance claims contact centre on the Epping side of Western Cape. Start is planned for the beginning of next month.

• Follow up on open tickets and phone customers back when promised.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Verify caller identity before sharing any account details, as POPIA requires.
• Process address changes, refunds and cancellations on the billing system.
• Attend team huddles and weekly coaching sessions on call recordings.
• Answer inbound calls within target and greet callers using the approved script.

• Basic computer skills: Windows, email and working across a few screens
• Open to rotating shifts, including nights and weekends for offshore campaigns
• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment
• No criminal record, as most clients run a background check

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

• Medical aid option after probation
• Monthly performance bonus linked to quality and attendance
• Company transport home after night shifts
• 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.