Inbound Call Centre Agent (UK Campaign)

Headset on, systems open: this banking service centre in Brackenfell needs agents who stay patient on the hundredth call. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is in Brackenfell (Western Cape). Please only apply if you can travel there daily. Weekend work is on a roster, so you won't be on every weekend.

• Verify caller identity before sharing any account details, as POPIA requires.
• Process address changes, refunds and cancellations on the billing system.
• Reply to emails and live chats within the service-level window.
• Attend team huddles and weekly coaching sessions on call recordings.
• Answer inbound calls within target and greet callers using the approved script.
• Meet daily targets for average handle time, quality score and first-call resolution.

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

• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese
• Technical know-how on Wi-Fi, fibre or smartphones

• Medical aid option after probation
• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance

• 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.