Job search toolkit for call centre jobs

Where to find call centre and customer service jobs in South Africa, how to get ready for typing tests and interviews, free government help, and how to stay safe from job scams.

Where to find call centre jobs

Most call centre jobs are advertised on the big job sites. Create a profile on two or three of them, upload your CV, and set up job alerts for the roles and areas you want. Try several titles, because the same job is called different things: call centre agent, contact centre consultant, customer care consultant, customer service agent, client service consultant.

Also check the careers pages of banks, insurers, telecoms companies, retailers and outsourcing (BPO) companies, and register with a few recruitment agencies that place call centre staff. Many large call centres hire in groups and train new agents together.

Free help from government

ESSA (Employment Services of South Africa) is the Department of Employment and Labour's free job database. Register as a work seeker so employers looking for your skills can find you.

Getting your CV noticed

1. Show your numbers. Calls a day, quality score, first-call resolution, attendance and targets reached. Only use numbers you can explain.
2. Match the advert. Use the job title, the systems and the languages named in the advert (if they are true for you) in your profile and skills.
3. Say what you can work. Many adverts ask for shifts, weekends and public holidays. If you can, say so on your CV.
4. Keep it to about 2 pages and send a PDF named with your name, e.g. Nomsa-Khumalo-CV.pdf.
5. Add a short cover letter that names the job and your one or two best strengths.

Preparing for a call centre assessment

• Expect a typing test. Some adverts name a speed; one we read asked for 30 words per minute. Practise for free on typing.com or monkeytype.com, and keep your accuracy high as well as your speed.
• Expect a voice or role-play assessment. You may be asked to take a mock call. Smile, speak clearly at an even pace, ask what the caller needs, repeat it back and say what you will do next.
• Expect questions about a difficult customer. Prepare one real example: what the customer wanted, what you did and what happened. Stay calm and positive when you tell it.
• Know your numbers. If your CV says 70 calls a day, be ready to say how that was measured and what your target was.
• Be ready for the logistics. Shifts, weekends, public holidays, how you will get to work late at night, and your notice period.
• Ask good questions at the end: the training period, the shift pattern, how quality is scored, and what a normal day looks like.

Working from home: what to check

Some call centre jobs are remote. Adverts we read asked for things like a reliable laptop, a stable internet connection, a headset and a quiet place to work. One asked for a fast fibre line with a backup and electricity with a backup. Check what the advert asks for before you apply, and only apply if you can meet it. Never pay for equipment, software or training to be "approved".

How to spot a job scam

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