Call Centre Agent (Night Shift, US Market)

Headset on, systems open: this online retail help desk in Randburg needs agents who stay patient on the hundredth call. It suits someone who likes knowing exactly what a good day's work looks like.

This post is Randburg-based, with most of your time spent at an online retail help desk.

• Answer inbound calls within target and greet callers using the approved script.
• Reply to emails and live chats within the service-level window.
• Verify caller identity before sharing any account details, as POPIA requires.
• Attend team huddles and weekly coaching sessions on call recordings.
• Log every interaction and outcome in the CRM before taking the next call.
• Meet daily targets for average handle time, quality score and first-call resolution.

• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• 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)

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

• 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.