Inbound Call Centre Agent (UK Campaign)

Customers phone this international outsourcing contact centre in Prospecton when something has gone wrong, and your job is to put it right. It's a practical job: you'll see what you got done before you go home.

Location: Prospecton, KwaZulu-Natal. Applicants who already live in the area get looked at first. Overtime comes up in peak season and is paid.

• Log every interaction and outcome in the CRM before taking the next call.
• Meet daily targets for average handle time, quality score and first-call resolution.
• 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.
• Verify caller identity before sharing any account details, as POPIA requires.
• Escalate complex complaints to a team leader with clear case notes.

• Able to pass a voice and accent assessment
• Open to rotating shifts, including nights and weekends for offshore campaigns
• No criminal record, as most clients run a background check
• Basic computer skills: Windows, email and working across a few screens
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• Monthly performance bonus linked to quality and attendance
• 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.