Call Centre Agent (Night Shift, US Market) – Permanent

Headset on, systems open: this telecoms support centre in Paarl needs agents who stay patient on the hundredth call. You'll work with a small crew, so being easy to work with matters as much as skill.

The site is in Paarl; early starts mean public transport timing matters, so check your route before applying.

• Log every interaction and outcome in the CRM before taking the next call.
• Follow up on open tickets and phone customers back when promised.
• Escalate complex complaints to a team leader with clear case notes.
• 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.
• Reply to emails and live chats within the service-level window.

• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• You stay calm when a caller is angry
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment

• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate

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

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