Job Description

We have an excellent BPO Hybrid 70/30 work from office and work from home position available.

Our client based in Cape Town is looking for USA Customer Service Medical Insurance Advisors to join their growing department

Permanent hybrid 70/30 work from office and work from home position where it is essential for you to have an Active Fiber line

As an executive, you will handle majorly inbound and outbound (small ratio) calls for new and renewal of existing business for the American Market. Ensure a positive customer experience. Maintains in-depth knowledge of customer needs

Essential Functions:
  • Handle majorly BPO outbound and inbound calls for new and renewal of existing business.
  • Process new business, renewals, amendments, and cancellation of policies and change details as needed
  • Identify customer’s need, clarify information, research every issue, and provide solutions and/or alternatives
  • Seize opportunities to upsell/cross sell products when they arise
  • Maintain accuracy of customer data
  • Manage and resolve customer complaints and identify & escalate priority issues
  • Follow up on customer calls wherever necessary
  • Achieves operational metrics / SLAs by adhering to the call and customers’ account handling
  • policies and procedures to meet or exceed client’s expectations.
  • Understand Operations and Corporate Compliance, Policies and Procedures and Best
  • Practices when conducting business with customers
  • Participate in weekly and monthly coaching Delivery of client’s expectations
  • Stay abreast of ongoing trainings associated with role and business unit objectives
  • Other duties as outlined by leadership
  • Must have a National Senior Certificate (Matric)
  • Must have 1-year unbroken international BPO Call Centre Experience
  • Must have a Clear Criminal Record
  • Must have a Clear Credit Record
  • Must have a Clear Disciplinary Record
  • Dental insurance experience preferred
  • Medical/science qualification advantageous
  • Must Have Fiber connection line
  • Position is based in Cape Town Work from home position, must be based in Cape Town due to training in office
  • Quiet workspace
  • R6500 basic salary
  • R764 Medical Aid Contribution
  • 5% Pension Fund
  • R600 Fiber allowance
Working Hours: 24/7 Rotation shift Environment

Start date: 29 May 2023

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202281 subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.
Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email


Employee Type
Full-Time Regular
Cape Town Western Cape
Min Salary
0.00 ZAR
Max Salary
0.00 ZAR