Bilingual Call Centre Agent (Afrikaans/English)

Headset on, systems open: this international outsourcing contact centre in Khayelitsha needs agents who stay patient on the hundredth call. You'll work with a small crew, so being easy to work with matters as much as skill.

This post is in Khayelitsha (Western Cape). Please only apply if you can travel there daily. Most weeks are 45 hours, in line with the BCEA.

• Follow up on open tickets and phone customers back when promised.
• 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.
• Verify caller identity before sharing any account details, as POPIA requires.
• Process address changes, refunds and cancellations on the billing system.

• No criminal record, as most clients run a background check
• Basic computer skills: Windows, email and working across a few screens
• Matric with a pass in English
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry

• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese

• Monthly performance bonus linked to quality and attendance
• Clear promotion path to team leader or quality assessor
• 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.