Call Centre Agent (Night Shift, US Market)

A good call centre job in Umhlanga gives you training, shifts you can plan around and room to move up. You don't need to be the loudest person in the room, just the one others can count on.

You'll be based at a banking service centre in Umhlanga. Living nearby, or on a taxi route to it, really helps. Weekend work is on a roster, so you won't be on every weekend.

• Attend team huddles and weekly coaching sessions on call recordings.
• Reply to emails and live chats within the service-level window.
• Troubleshoot routers, fibre connections and app logins step by step.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Process address changes, refunds and cancellations on the billing system.

• Matric with a pass in English
• Basic computer skills: Windows, email and working across a few screens
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• You stay calm when a caller is angry
• No criminal record, as most clients run a background check
• Open to rotating shifts, including nights and weekends for offshore campaigns

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

• 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.