Call Centre Agent (Night Shift, US Market) – Entry Level

You'll take customer calls and chats at an insurance claims contact centre in Pietermaritzburg, sorting problems on the first contact. You don't need to be the loudest person in the room, just the one others can count on.

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

• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.
• 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.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Reply to emails and live chats within the service-level window.

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

• Previous contact centre or retail customer service experience
• 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
• 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.