Inbound Call Centre Agent (UK Campaign)

Customers phone this online retail help desk in Isando when something has gone wrong, and your job is to put it right. If you like clear targets and knowing where you stand, this is for you.

The work is in Isando, Gauteng, so you'll need a reliable way to get there every day. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Follow up on open tickets and phone customers back when promised.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Handle callers with UK, US or Australian accents and time zones.
• Escalate complex complaints to a team leader with clear case notes.
• Log every interaction and outcome in the CRM before taking the next call.
• Verify caller identity before sharing any account details, as POPIA requires.

• Basic computer skills: Windows, email and working across a few screens
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Matric with a pass in English

• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience

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

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.