Call Centre Agent (Night Shift, US Market)

Customers phone this international outsourcing contact centre in Vanderbijlpark when something has gone wrong, and your job is to put it right. People who do well here are steady, honest and not scared to ask when something is unclear.

Location: Vanderbijlpark, Gauteng. Applicants who already live in the area get looked at first. Most weeks are 45 hours, in line with the BCEA.

• Attend team huddles and weekly coaching sessions on call recordings.
• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.
• Follow up on open tickets and phone customers back when promised.

• No criminal record, as most clients run a background check
• You stay calm when a caller is angry
• 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
• Matric with a pass in English

• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience

• Monthly performance bonus linked to quality and attendance
• 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.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.