Live Chat & Email Support Agent – Entry Level

You'll take customer calls and chats at an insurance claims contact centre in Paarl, sorting problems on the first contact. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Location: Paarl, Western Cape. Applicants who already live in the area get looked at first. You'll start with a short induction before working on your own.

• 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.
• Reply to emails and live chats within the service-level window.
• Attend team huddles and weekly coaching sessions on call recordings.
• Handle callers with UK, US or Australian accents and time zones.
• Answer inbound calls within target and greet callers using the approved script.

• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• You stay calm when a caller is angry
• Able to pass a voice and accent assessment
• Basic computer skills: Windows, email and working across a few screens

• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese
• Technical know-how on Wi-Fi, fibre or smartphones

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

• 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.