Call Centre Agent (Night Shift, US Market)

You'll take customer calls and chats at an international outsourcing contact centre in Mahikeng, sorting problems on the first contact. People who do well here are steady, honest and not scared to ask when something is unclear.

This post is Mahikeng-based, with most of your time spent at an international outsourcing contact centre. You'll start with a short induction before working on your own.

• Answer inbound calls within target and greet callers using the approved script.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Handle callers with UK, US or Australian accents and time zones.
• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.

• You stay calm when a caller is angry
• 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
• Open to rotating shifts, including nights and weekends for offshore campaigns

• A Customer Service NQF Level 2 or 4 learnership certificate
• Technical know-how on Wi-Fi, fibre or smartphones
• Previous contact centre or retail customer service experience

• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live
• Medical aid option after probation

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