Call Centre Agent (Night Shift, US Market)

A good call centre job in Roodepoort gives you training, shifts you can plan around and room to move up. People who do well here are steady, honest and not scared to ask when something is unclear.

Location: Roodepoort, Gauteng. Applicants who already live in the area get looked at first. The first two weeks are spent shadowing someone experienced.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Follow up on open tickets and phone customers back when promised.
• Handle callers with UK, US or Australian accents and time zones.
• Answer inbound calls within target and greet callers using the approved script.
• Escalate complex complaints to a team leader with clear case notes.

• 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

• Paid training for 2 to 4 weeks before you go live
• Company transport home after night shifts
• Medical aid option after probation
• Clear promotion path to team leader or quality assessor

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.