Call Centre Agent (Night Shift, US Market)

You'll take customer calls and chats at an international outsourcing contact centre in Worcester, sorting problems on the first contact. Bring a calm head on busy days and you'll be fine.

You'll be based at an international outsourcing contact centre in Worcester. Living nearby, or on a taxi route to it, really helps.

• Answer inbound calls within target and greet callers using the approved script.
• Follow up on open tickets and phone customers back when promised.
• Troubleshoot routers, fibre connections and app logins step by step.
• Reply to emails and live chats within the service-level window.
• Process address changes, refunds and cancellations on the billing system.
• Handle callers with UK, US or Australian accents and time zones.
• Log every interaction and outcome in the CRM before taking the next call.

• 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
• You stay calm when a caller is angry

• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

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

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