Call Centre Agent (Night Shift, US Market)

Customers phone this international outsourcing contact centre in Paarl when something has gone wrong, and your job is to put it right. It suits someone who likes knowing exactly what a good day's work looks like.

This post is Paarl-based, with most of your time spent at an international outsourcing contact centre. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Answer inbound calls within target and greet callers using the approved script.
• Attend team huddles and weekly coaching sessions on call recordings.
• Follow up on open tickets and phone customers back when promised.
• Troubleshoot routers, fibre connections and app logins step by step.
• Log every interaction and outcome in the CRM before taking the next call.
• Handle callers with UK, US or Australian accents and time zones.
• Reply to emails and live chats within the service-level window.

• You stay calm when a caller is angry
• Open to rotating shifts, including nights and weekends for offshore campaigns
• No criminal record, as most clients run a background check
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Matric with a pass in English

• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts
• Paid training for 2 to 4 weeks before you go live
• 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.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.