Call Centre Agent (Night Shift, US Market)

Headset on, systems open: this telecoms support centre in Isando needs agents who stay patient on the hundredth call. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

Location: Isando, Gauteng. Applicants who already live in the area get looked at first. Shifts rotate, so you'll need to be flexible about days and nights.

• 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.
• Escalate complex complaints to a team leader with clear case notes.
• Troubleshoot routers, fibre connections and app logins step by step.
• Attend team huddles and weekly coaching sessions on call recordings.
• Answer inbound calls within target and greet callers using the approved script.

• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Matric with a pass in English

• Medical aid option after probation
• Company transport home after night shifts
• Monthly performance bonus linked to quality and attendance
• Clear promotion path to team leader or quality assessor

• 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.