Call Centre Agent (Night Shift, US Market)

You'll take customer calls and chats at a banking service centre in Prospecton, sorting problems on the first contact. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

This post is Prospecton-based, with most of your time spent at a banking service centre.

• Attend team huddles and weekly coaching sessions on call recordings.
• Handle callers with UK, US or Australian accents and time zones.
• Troubleshoot routers, fibre connections and app logins step by step.
• Process address changes, refunds and cancellations on the billing system.
• 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.

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

• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese
• Previous contact centre or retail customer service experience

• Medical aid option after probation
• Monthly performance bonus linked to quality and attendance
• Clear promotion path to team leader or quality assessor
• Paid training for 2 to 4 weeks before you go live

• 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.