Bilingual Call Centre Agent (Afrikaans/English)

Headset on, systems open: this banking service centre in Centurion needs agents who stay patient on the hundredth call. People who do well here are steady, honest and not scared to ask when something is unclear.

Home base is a banking service centre on the Centurion side of Gauteng.

• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.
• Answer inbound calls within target and greet callers using the approved script.
• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.

• No criminal record, as most clients run a background check
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry

• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese

• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.