Customer Service Agent (Telco Support)

You'll take customer calls and chats at a telecoms support centre in Brits, sorting problems on the first contact. It suits someone who likes knowing exactly what a good day's work looks like.

The site is in Brits; early starts mean public transport timing matters, so check your route before applying.

• 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.
• Troubleshoot routers, fibre connections and app logins step by step.
• Handle callers with UK, US or Australian accents and time zones.
• Process address changes, refunds and cancellations on the billing system.
• Follow up on open tickets and phone customers back when promised.
• Reply to emails and live chats within the service-level window.

• You stay calm when a caller is angry
• Able to pass a voice and accent assessment
• Matric with a pass in English
• Basic computer skills: Windows, email and working across a few screens

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

• 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
• Monthly performance bonus linked to quality and attendance

• 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.