Call Centre Agent (Night Shift, US Market)

You'll take customer calls and chats at an online retail help desk in Vereeniging, sorting problems on the first contact. Expect to be trusted with real work from your first week.

This post is Vereeniging-based, with most of your time spent at an online retail help desk. The first two weeks are spent shadowing someone experienced.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Follow up on open tickets and phone customers back when promised.
• Troubleshoot routers, fibre connections and app logins step by step.
• Attend team huddles and weekly coaching sessions on call recordings.
• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Matric with a pass in English
• No criminal record, as most clients run a background check
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry

• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese

• Medical aid option after probation
• Monthly performance bonus linked to quality and attendance
• Company transport home after night shifts

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.