Customer Call Centre Agent

Closing date: 17 March 2026

Purpose of the Job: Reporting to the Team Leader: Customer Call Centre, the successful incumbent is responsible for providing administrative duties, answering calls from both internal and external stakeholders as well as to attend to queries and provide information.

Qualifications and Experience

• National Diploma in Communications/ Customer Service or Call Centre related qualification.
• Call Center/ Help Desk qualification will be an added advantage.
• Relevant 2 years’ experience in a client service-related environment.

Language Requirements

• Isixhosa
• Xitsonga
• Afrikaans
• Seswati

Technical and Behavioral Competencies Required

• Planning, organising and coordinating.
• Personal mastery.
• Judgment and decision making.
• Ethics and values.
• Client service orientation.
• Computer literacy.
• Organisation administration.
• Telephone etiquette.
• Listening Skills.
• Knowledge of the Claims processes and procedure.

KEY PERFORMANCE AREAS

Ensure Client Interface (Telephonic, Direct, Email and Social Media)

• Assist claimants with completing and correctly filling in the company claim forms.
• Assist claimant with details of claims officer.
• Access information in the system per claim when required to.
• Conduct client interviews to provide customer services required by the client.
• Provide 1st line customer service.
• Assist 1st time claimants with correct information and procedure on how to claim.
• Log onto social media to for queries and provide feedback.
• Help resolve queries from internal and external stakeholders.
• Provide follow-up on queries, on behalf of claimants and provide feedback.

Complaints Management

• Log customer complaints for action and escalate to customer complaints handling section.
• Respond to the complainant with prepared resolution.
• Input or update the relevant details into the claims system that will provide the best advice that is relevant to the claimant’s individual or circumstance.
• Completion of the complaint form online and forward/direct it to the complaints department.

Document Administration

• Scan all documents received from walk in clients.
• Receive scanned documents from clients and scan to relevant departments.
• Acquire scanned POA and forward to handler for update and correspondence.

 Data Capture

• Update notes in the system with accurate and descriptive information of the client’s details.
• Send emails with the necessary forms or directly to the client.
• Send emails to handler or senior with a query and requests to update the information of claims system.
• Record and correctly save documents received from clients.

Stakeholder Relations

• Ensure that PAIA requests are adhered to Support marketing initiatives.

NB: Qualifying Persons with Disabilities (PWD) applications will be given first preference.

For Job related queries contact Mzwandile at 083 805 1591