Customer Service Agent - Gap Cover Contact Centre, Durban

About the role

ShiftMate is recruiting Gap Cover Customer Service Agents for a contact centre in Umhlanga, Durban. You take inbound calls from customers, resolve their questions and problems on the first call wherever possible, and make sure they leave happier than they arrived. The role is permanent and full-time.

Key responsibilities

• Answer inbound calls and help customers with account, policy and billing questions
• Find the answer on the system and explain it clearly
• Log every interaction accurately and follow up where a case needs another team
• Treat customers fairly and follow the call script and compliance rules
• Meet quality, call-handling and customer-satisfaction targets
• Help policyholders with claims, cover questions and policy changes

Required profile

• Matric (Grade 12)
• At least 6 months' call-centre or customer-service experience
• Fluent spoken and written English; a second South African language is an advantage
• Comfortable working on a computer and typing while talking
• Patient, calm and good at listening
• Willing to complete the regulatory exams and training required to give advice on financial products (supported by the employer)

What we offer

• R6 500 basic salary per month, plus performance bonuses and commission
• Training before taking live calls
• A permanent, full-time position in a professional contact centre

To apply, complete the free online assessment provided by ShiftMate; shortlisted candidates are invited to interview. The closing date is Wednesday, 4 November 2026.