Inbound Call Centre Agent (UK Campaign)

Customers phone this online retail help desk in Khayelitsha when something has gone wrong, and your job is to put it right. It suits someone who likes knowing exactly what a good day's work looks like.

You'll be based at an online retail help desk in Khayelitsha. Living nearby, or on a taxi route to it, really helps. Shifts rotate, so you'll need to be flexible about days and nights.

• Escalate complex complaints to a team leader with clear case notes.
• Process address changes, refunds and cancellations on the billing system.
• Handle callers with UK, US or Australian accents and time zones.
• Attend team huddles and weekly coaching sessions on call recordings.
• Answer inbound calls within target and greet callers using the approved script.

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

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

• Paid training for 2 to 4 weeks before you go live
• Medical aid option after probation
• 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.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.