Job Description

We have an excellent hybrid 70/30 work from office and work from home position available. Our client based in Cape Town is looking for USA Customer Service 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 Fibre 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
  • 1 Year unbroken international BPO Call Centre Experience
  • 1 Year South African financial service short term /long term experience customer service would be an advantage
  • Position is based in Cape Town Work from home position, must be based in Cape Town due to training in office
Essential Functions:
  • Handle majorly outbound and inbound calls for new and renewal of existing
  • 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 also 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 clients expectations
  • Stay abreast of ongoing trainings associated with role and business unit objectives
  • Other duties as outlined by leadership
Technical Skills:
  • Computer navigation skills, keyboarding skills
  • Should be familiar with MS Office
  • Excellent communication skills
  • Knowledge of the insurance industry would be a plus
  • Good telephonic & customer service etiquette
  • “Customer first” approach to problem solving
  • Ability to understand and accept feedback on errors and use the learnings to avoid similar errors in future
  • Good Inter-personal skills
  • Questioning, reasoning skills
  • Ability to multi task, priorities and manage daily work activities
  • Minimum of 12 months work experience in a BPO Call Centre Environment in an Insurance process/ account is
    highly preferred
  • Experience dealing with Annuities - Long term insurance - post death and or pre death policies would be a plus
  • Minimum of Matriculate Passed
  • Must Have Fibre connection line
  • Own Laptop or Computer
  • Quiet work space
  • Clear Criminal Record
  • Clear Credit Record
  • Clear Disciplinary Record
  • R6500 basic salary
  • R600 Allowance for Fibre internet connection
  • Free transport
  • Incentives
  • Shift allowance
  • Medical aid contribution R764
  • Pension plan contribution
Working Hours: 24 hour rotational shift, Mondays to Sunday 15:00 PM to 03:00 AM (American working hours)

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201936 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