Call Centre Agent (Night Shift, US Market)

A good call centre job in Somerset West gives you training, shifts you can plan around and room to move up. Bring a calm head on busy days and you'll be fine.

The work is in Somerset West, Western Cape, so you'll need a reliable way to get there every day.

• Escalate complex complaints to a team leader with clear case notes.
• 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.
• Troubleshoot routers, fibre connections and app logins step by step.
• Process address changes, refunds and cancellations on the billing system.
• Meet daily targets for average handle time, quality score and first-call resolution.

• Matric with a pass in English
• You stay calm when a caller is angry
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Basic computer skills: Windows, email and working across a few screens

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

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

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.