Inbound Call Centre Agent (UK Campaign) – Entry Level

Headset on, systems open: this international outsourcing contact centre in Prospecton needs agents who stay patient on the hundredth call. Expect to be trusted with real work from your first week.

The work is in Prospecton, KwaZulu-Natal, so you'll need a reliable way to get there every day. Overtime comes up in peak season and is paid.

• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• 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.
• Log every interaction and outcome in the CRM before taking the next call.

• 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
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Basic computer skills: Windows, email and working across a few screens
• You stay calm when a caller is angry

• Previous contact centre or retail customer service experience
• 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
• 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.