Call Centre Agent (Night Shift, US Market)

Headset on, systems open: this insurance claims contact centre in Stellenbosch needs agents who stay patient on the hundredth call. It suits someone who likes knowing exactly what a good day's work looks like.

The work is in Stellenbosch, Western Cape, so you'll need a reliable way to get there every day. Shifts rotate, so you'll need to be flexible about days and nights.

• Escalate complex complaints to a team leader with clear case notes.
• Log every interaction and outcome in the CRM before taking the next call.
• Reply to emails and live chats within the service-level window.
• Process address changes, refunds and cancellations on the billing system.
• Answer inbound calls within target and greet callers using the approved script.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment
• Open to rotating shifts, including nights and weekends for offshore campaigns
• 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 Customer Service NQF Level 2 or 4 learnership certificate

• Company transport home after night shifts
• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live

• 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.