Bilingual Call Centre Agent (Afrikaans/English) – Immediate Start

You'll take customer calls and chats at an online retail help desk in Umlazi, sorting problems on the first contact. You don't need to be the loudest person in the room, just the one others can count on.

Home base is an online retail help desk on the Umlazi side of KwaZulu-Natal. Overtime comes up in peak season and is paid.

• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.
• Answer inbound calls within target and greet callers using the approved script.
• Handle callers with UK, US or Australian accents and time zones.
• Meet daily targets for average handle time, quality score and first-call resolution.

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

• Medical aid option after probation
• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts
• Monthly performance bonus linked to quality and attendance

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