Position Title: Call Centre Agent
Department: Customer Service / Sales
Location: Johannesburg / Remote 
Employment Type: Fixed Term
Reports To: Call Centre Supervisor / Customer Experience Manager

Saintbury is searching for enthusiastic and customer-focused Call Centre Agents to join our growing team. The ideal candidate will be responsible for handling inbound and outbound calls related to funeral insurance sales, customer queries, and policy support. This role requires excellent communication skills, a positive attitude, and the ability to resolve issues efficiently while representing the Saintbury brand with empathy and professionalism.

 Key Responsibilities

• Handle inbound calls from existing and potential clients regarding policies, benefits, and service inquiries.

• Make outbound calls to follow up on leads, renewals, and outstanding documentation.

• Promote and upsell funeral insurance products when appropriate.

• Accurately capture client information into the CRM system.

• Resolve customer queries and complaints promptly and professionally.

• Meet daily call quotas and customer satisfaction targets.

• Follow call scripts and compliance procedures to ensure regulatory standards are met.

• Escalate complex issues to the relevant department when necessary.

Qualifications and Experience

• Grade 12 / Matric – Essential

• Call centre experience in the insurance, financial services, or related sectors – Advantageous

• Experience using CRM systems or call centre software – Preferred

• RE5 / FAIS-compliant (or willingness to achieve within a defined timeframe) – Added Advantage

Skills and Attributes

• Excellent telephone etiquette and communication skills (verbal & written)

• Strong listening and problem-solving abilities

• Patience and empathy when dealing with sensitive or emotional clients

• Sales-orientated with the ability to handle objections

• Fast and accurate data capturing

• Team player with a positive, proactive mindset

• Fluent in English and at least one other South African language – Highly advantageous

 Working Hours

• Monday to Friday: 08:00 – 17:00

• Rotational shifts or weekend availability may be required

Remuneration and Benefits

• Competitive basic salary plus commission (if in a sales-focused role)

• Incentives for performance and service excellence

• Training and development opportunities

• Possibility of permanent employment based on performance

Why Join Saintbury?

• Work for a brand that genuinely impacts communities during life’s most difficult times.

• Be part of a professional, compassionate, and high-performance team.

• Gain valuable skills and grow within a supportive environment.