Bilingual Call Centre Agent (Afrikaans/English)

Headset on, systems open: this telecoms support centre in Epping needs agents who stay patient on the hundredth call. Bring a calm head on busy days and you'll be fine.

You'll be based at a telecoms support centre in Epping. Living nearby, or on a taxi route to it, really helps.

• Follow up on open tickets and phone customers back when promised.
• Answer inbound calls within target and greet callers using the approved script.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Process address changes, refunds and cancellations on the billing system.
• Troubleshoot routers, fibre connections and app logins step by step.
• Attend team huddles and weekly coaching sessions on call recordings.
• Handle callers with UK, US or Australian accents and time zones.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• You stay calm when a caller is angry
• Matric with a pass in English
• 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
• Technical know-how on Wi-Fi, fibre or smartphones

• Company transport home after night shifts
• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live
• Clear promotion path to team leader or quality assessor

• 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.