Live Chat & Email Support Agent – Experienced

Customers phone this insurance claims contact centre in Sasolburg when something has gone wrong, and your job is to put it right. Bring a calm head on busy days and you'll be fine.

The work is in Sasolburg, Free State, so you'll need a reliable way to get there every day. Weekend work is on a roster, so you won't be on every weekend.

• Handle callers with UK, US or Australian accents and time zones.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Answer inbound calls within target and greet callers using the approved script.
• 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.

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

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

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.