Customer Service Agent (Telco Support)

Customers phone this international outsourcing contact centre in Bloemfontein when something has gone wrong, and your job is to put it right. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Home base is an international outsourcing contact centre on the Bloemfontein side of Free State.

• Reply to emails and live chats within the service-level window.
• Follow up on open tickets and phone customers back when promised.
• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.
• Process address changes, refunds and cancellations on the billing system.
• 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.

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

• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience

• Paid training for 2 to 4 weeks before you go live
• Medical aid option after probation
• 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.