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

Customers phone this international outsourcing contact centre in Pinetown when something has gone wrong, and your job is to put it right. You don't need to be the loudest person in the room, just the one others can count on.

You'll be based at an international outsourcing contact centre in Pinetown. Living nearby, or on a taxi route to it, really helps.

• Answer inbound calls within target and greet callers using the approved script.
• Follow up on open tickets and phone customers back when promised.
• Troubleshoot routers, fibre connections and app logins step by step.
• 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.

• Basic computer skills: Windows, email and working across a few screens
• You stay calm when a caller is angry
• No criminal record, as most clients run a background check
• 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)

• Technical know-how on Wi-Fi, fibre or smartphones
• A second language, especially Afrikaans, isiZulu or Portuguese

• Clear promotion path to team leader or quality assessor
• Medical aid option after probation
• Company transport home after night shifts

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.