Call Centre Agent (Night Shift, US Market)

You'll take customer calls and chats at an insurance claims contact centre in Cape Town CBD, sorting problems on the first contact. Good for someone who wants to build a solid track record they can put on their CV.

Location: Cape Town CBD, Western Cape. Applicants who already live in the area get looked at first.

• Reply to emails and live chats within the service-level window.
• Troubleshoot routers, fibre connections and app logins step by step.
• Follow up on open tickets and phone customers back when promised.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Log every interaction and outcome in the CRM before taking the next call.
• Verify caller identity before sharing any account details, as POPIA requires.

• Basic computer skills: Windows, email and working across a few screens
• Open to rotating shifts, including nights and weekends for offshore campaigns
• You stay calm when a caller is angry
• Able to pass a voice and accent assessment
• Matric with a pass in English

• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese

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

• 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.