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

Customers phone this telecoms support centre in Durban Central when something has gone wrong, and your job is to put it right. This role rewards consistency more than flash.

This post is in Durban Central (KwaZulu-Natal). Please only apply if you can travel there daily.

• Process address changes, refunds and cancellations on the billing system.
• Verify caller identity before sharing any account details, as POPIA requires.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.
• Reply to emails and live chats within the service-level window.
• Log every interaction and outcome in the CRM before taking the next call.

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

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

• Paid training for 2 to 4 weeks before you go live
• Medical aid option after probation
• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts

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