Call Centre Agent (Night Shift, US Market)

Customers phone this telecoms support centre in Richards Bay when something has gone wrong, and your job is to put it right. Good for someone who wants to build a solid track record they can put on their CV.

This post is Richards Bay-based, with most of your time spent at a telecoms support centre.

• Process address changes, refunds and cancellations on the billing system.
• 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.
• Attend team huddles and weekly coaching sessions on call recordings.
• Answer inbound calls within target and greet callers using the approved script.
• Reply to emails and live chats within the service-level window.

• No criminal record, as most clients run a background check
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry

• Technical know-how on Wi-Fi, fibre or smartphones
• Previous contact centre or retail customer service experience

• Company transport home after night shifts
• Medical aid option after probation
• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.