Call Centre Agent (Night Shift, US Market)

Headset on, systems open: this telecoms support centre in Atlantis 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 Atlantis (Western Cape). Please only apply if you can travel there daily. Start date: as soon as possible for the right person.

• Answer inbound calls within target and greet callers using the approved script.
• Attend team huddles and weekly coaching sessions on call recordings.
• 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.
• Reply to emails and live chats within the service-level window.
• Verify caller identity before sharing any account details, as POPIA requires.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• Matric with a pass in English
• 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 second language, especially Afrikaans, isiZulu or Portuguese
• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate

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