Call Centre Agent (Night Shift, US Market)

Customers phone this telecoms support centre in Somerset West when something has gone wrong, and your job is to put it right. You'll work with a small crew, so being easy to work with matters as much as skill.

You'll be based at a telecoms support centre in Somerset West. Living nearby, or on a taxi route to it, really helps. You'll start with a short induction before working on your own.

• Process address changes, refunds and cancellations on the billing system.
• Verify caller identity before sharing any account details, as POPIA requires.
• Escalate complex complaints to a team leader with clear case notes.
• Troubleshoot routers, fibre connections and app logins step by step.
• Follow up on open tickets and phone customers back when promised.
• Handle callers with UK, US or Australian accents and time zones.

• Able to pass a voice and accent assessment
• 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
• You stay calm when a caller is angry
• No criminal record, as most clients run a background check

• Previous contact centre or retail customer service experience
• Technical know-how on Wi-Fi, fibre or smartphones
• A second language, especially Afrikaans, isiZulu or Portuguese

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

• 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.