Bilingual Call Centre Agent (Afrikaans/English)

Customers phone this online retail help desk in Gqeberha when something has gone wrong, and your job is to put it right. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Location: Gqeberha, Eastern Cape. Applicants who already live in the area get looked at first. The first two weeks are spent shadowing someone experienced.

• Process address changes, refunds and cancellations on the billing system.
• Handle callers with UK, US or Australian accents and time zones.
• Log every interaction and outcome in the CRM before taking the next call.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Answer inbound calls within target and greet callers using the approved script.
• Escalate complex complaints to a team leader with clear case notes.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Matric with a pass in English
• No criminal record, as most clients run a background check
• You stay calm when a caller is angry
• Basic computer skills: Windows, email and working across a few screens

• A second language, especially Afrikaans, isiZulu or Portuguese
• Technical know-how on Wi-Fi, fibre or smartphones
• Previous contact centre or retail customer service experience

• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live
• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts

• 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.