Bilingual Call Centre Agent (Afrikaans/English)

Customers phone this international outsourcing contact centre in Richards Bay 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.

Location: Richards Bay, KwaZulu-Natal. Applicants who already live in the area get looked at first. You'll start with a short induction before working on your own.

• Reply to emails and live chats within the service-level window.
• Handle callers with UK, US or Australian accents and time zones.
• Log every interaction and outcome in the CRM before taking the next call.
• Troubleshoot routers, fibre connections and app logins step by step.
• 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.

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

• A second language, especially Afrikaans, isiZulu or Portuguese
• A Customer Service NQF Level 2 or 4 learnership certificate

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

• 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.