Call Centre Agent (Night Shift, US Market)

Headset on, systems open: this international outsourcing contact centre in George needs agents who stay patient on the hundredth call. It's the kind of job where doing the basics well every day gets you noticed.

You'll be based at an international outsourcing contact centre in George. Living nearby, or on a taxi route to it, really helps.

• Verify caller identity before sharing any account details, as POPIA requires.
• Follow up on open tickets and phone customers back when promised.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Handle callers with UK, US or Australian accents and time zones.
• Attend team huddles and weekly coaching sessions on call recordings.
• Log every interaction and outcome in the CRM before taking the next call.
• Reply to emails and live chats within the service-level window.

• Matric with a pass in English
• Able to pass a voice and accent assessment
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Basic computer skills: Windows, email and working across a few screens
• No criminal record, as most clients run a background check
• You stay calm when a caller is angry

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

• 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
• Medical aid option after probation

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.