Bilingual Call Centre Agent (Afrikaans/English)

Headset on, systems open: this telecoms support centre in Cape Town CBD needs agents who stay patient on the hundredth call. This role rewards consistency more than flash.

This post is in Cape Town CBD (Western Cape). Please only apply if you can travel there daily. Overtime comes up in peak season and is paid.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Troubleshoot routers, fibre connections and app logins step by step.
• Log every interaction and outcome in the CRM before taking the next call.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Attend team huddles and weekly coaching sessions on call recordings.
• Answer inbound calls within target and greet callers using the approved script.

• Matric with a pass in English
• No criminal record, as most clients run a background check
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment

• Previous contact centre or retail customer service experience
• Technical know-how on Wi-Fi, fibre or smartphones

• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts
• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.