Call Centre Agent (Night Shift, US Market)

Customers phone this banking service centre in Springs when something has gone wrong, and your job is to put it right. This role rewards consistency more than flash.

This post is Springs-based, with most of your time spent at a banking service centre. Weekend work is on a roster, so you won't be on every weekend.

• Verify caller identity before sharing any account details, as POPIA requires.
• Troubleshoot routers, fibre connections and app logins step by step.
• Reply to emails and live chats within the service-level window.
• Follow up on open tickets and phone customers back when promised.
• Attend team huddles and weekly coaching sessions on call recordings.
• Process address changes, refunds and cancellations on the billing system.
• Escalate complex complaints to a team leader with clear case notes.

• No criminal record, as most clients run a background check
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• Technical know-how on Wi-Fi, fibre or smartphones
• A Customer Service NQF Level 2 or 4 learnership certificate

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

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