Call Centre Agent (Night Shift, US Market)

Customers phone this telecoms support centre in Cape Town CBD when something has gone wrong, and your job is to put it right. It suits someone who likes knowing exactly what a good day's work looks like.

You'll be based at a telecoms support centre in Cape Town CBD. Living nearby, or on a taxi route to it, really helps. The first two weeks are spent shadowing someone experienced.

• Verify caller identity before sharing any account details, as POPIA requires.
• 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.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• No criminal record, as most clients run a background check
• Able to pass a voice and accent assessment
• Basic computer skills: Windows, email and working across a few screens
• Matric with a pass in English

• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live
• Company transport home after night shifts

• 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.