Call Centre Agent (Night Shift, US Market) – Entry Level

Headset on, systems open: this telecoms support centre in Brackenfell needs agents who stay patient on the hundredth call. Good for someone who wants to build a solid track record they can put on their CV.

This post is Brackenfell-based, with most of your time spent at a telecoms support centre.

• Log every interaction and outcome in the CRM before taking the next call.
• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.
• Verify caller identity before sharing any account details, as POPIA requires.
• Answer inbound calls within target and greet callers using the approved script.
• Troubleshoot routers, fibre connections and app logins step by step.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Open to rotating shifts, including nights and weekends for offshore campaigns
• You stay calm when a caller is angry
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment

• A second language, especially Afrikaans, isiZulu or Portuguese
• Technical know-how on Wi-Fi, fibre or smartphones
• Previous contact centre or retail customer service experience

• Company transport home after night shifts
• Clear promotion path to team leader or quality assessor
• Medical aid option after probation
• 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.