Customer Service Agent (Telco Support)

A good call centre job in Newcastle gives you training, shifts you can plan around and room to move up. It's the kind of job where doing the basics well every day gets you noticed.

This post is Newcastle-based, with most of your time spent at an international outsourcing contact centre.

• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Answer inbound calls within target and greet callers using the approved script.
• Follow up on open tickets and phone customers back when promised.

• No criminal record, as most clients run a background check
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Able to pass a voice and accent assessment
• Basic computer skills: Windows, email and working across a few screens

• A second language, especially Afrikaans, isiZulu or Portuguese
• Previous contact centre or retail customer service experience

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

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.