Technical Support Agent (Fibre & Wi-Fi) – Fixed-Term

Customers phone this insurance claims contact centre in Newcastle 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.

You'll be based at an insurance claims contact centre in Newcastle. Living nearby, or on a taxi route to it, really helps. Overtime comes up in peak season and is paid.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Process address changes, refunds and cancellations on the billing system.
• Answer inbound calls within target and greet callers using the approved script.
• Attend team huddles and weekly coaching sessions on call recordings.
• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.

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

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

• Paid training for 2 to 4 weeks before you go live
• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation

• 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.