Customer Service Agent (Telco Support)

Headset on, systems open: this telecoms support centre in Brackenfell needs agents who stay patient on the hundredth call. If you turn up on time and finish what you start, you'll fit in quickly.

This post is in Brackenfell (Western Cape). Please only apply if you can travel there daily. Start is planned for the beginning of next month.

• Escalate complex complaints to a team leader with clear case notes.
• Troubleshoot routers, fibre connections and app logins step by step.
• Handle callers with UK, US or Australian accents and time zones.
• Answer inbound calls within target and greet callers using the approved script.
• Attend team huddles and weekly coaching sessions on call recordings.
• Follow up on open tickets and phone customers back when promised.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• Matric with a pass in English
• Able to pass a voice and accent assessment
• Basic computer skills: Windows, email and working across a few screens
• You stay calm when a caller is angry
• No criminal record, as most clients run a background check

• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese
• A Customer Service NQF Level 2 or 4 learnership certificate

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

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.