Bilingual Call Centre Agent (Afrikaans/English)

Customers phone this international outsourcing contact centre in Epping when something has gone wrong, and your job is to put it right. It's a practical job: you'll see what you got done before you go home.

This post is in Epping (Western Cape). Please only apply if you can travel there daily. The first two weeks are spent shadowing someone experienced.

• Verify caller identity before sharing any account details, as POPIA requires.
• Process address changes, refunds and cancellations on the billing system.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Handle callers with UK, US or Australian accents and time zones.
• Attend team huddles and weekly coaching sessions on call recordings.

• Basic computer skills: Windows, email and working across a few screens
• No criminal record, as most clients run a background check
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)

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

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

• 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.