Inbound Call Centre Agent (UK Campaign)

Headset on, systems open: this international outsourcing contact centre in Ballito needs agents who stay patient on the hundredth call. If you like clear targets and knowing where you stand, this is for you.

The work is in Ballito, KwaZulu-Natal, so you'll need a reliable way to get there every day. There's a probation period of three months before the contract is confirmed.

• 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.
• Answer inbound calls within target and greet callers using the approved script.
• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.
• Troubleshoot routers, fibre connections and app logins step by step.

• Matric with a pass in English
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry
• No criminal record, as most clients run a background check

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

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

• 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.