Inbound Call Centre Agent (UK Campaign)

You'll take customer calls and chats at an international outsourcing contact centre in Germiston, sorting problems on the first contact. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

You'll be based at an international outsourcing contact centre in Germiston. Living nearby, or on a taxi route to it, really helps. Shifts rotate, so you'll need to be flexible about days and nights.

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

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

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

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

• 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.