Call Centre Agent (Night Shift, US Market)

You'll take customer calls and chats at a banking service centre in Boksburg, sorting problems on the first contact. People who do well here are steady, honest and not scared to ask when something is unclear.

The site is in Boksburg; early starts mean public transport timing matters, so check your route before applying.

• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Troubleshoot routers, fibre connections and app logins step by step.
• Reply to emails and live chats within the service-level window.
• Process address changes, refunds and cancellations on the billing system.
• Follow up on open tickets and phone customers back when promised.
• Verify caller identity before sharing any account details, as POPIA requires.

• 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
• 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
• Technical know-how on Wi-Fi, fibre or smartphones

• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live
• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.