Call Centre Agent (Night Shift, US Market)

You'll take customer calls and chats at an international outsourcing contact centre in George, sorting problems on the first contact. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

This post is George-based, with most of your time spent at an international outsourcing contact centre.

• 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.
• Answer inbound calls within target and greet callers using the approved script.
• Troubleshoot routers, fibre connections and app logins step by step.
• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.
• Verify caller identity before sharing any account details, as POPIA requires.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• Able to pass a voice and accent assessment
• No criminal record, as most clients run a background check
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• A Customer Service NQF Level 2 or 4 learnership certificate
• Technical know-how on Wi-Fi, fibre or smartphones

• Medical aid option after probation
• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts
• 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.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.