Customer Service Agent (Telco Support)

Customers phone this telecoms support centre in Centurion when something has gone wrong, and your job is to put it right. People who do well here are steady, honest and not scared to ask when something is unclear.

This post is in Centurion (Gauteng). Please only apply if you can travel there daily.

• Handle callers with UK, US or Australian accents and time zones.
• Process address changes, refunds and cancellations on the billing system.
• Attend team huddles and weekly coaching sessions on call recordings.
• Troubleshoot routers, fibre connections and app logins step by step.
• Meet daily targets for average handle time, quality score and first-call resolution.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• Able to pass a voice and accent assessment
• No criminal record, as most clients run a background check
• You stay calm when a caller is angry
• Matric with a pass in English

• 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

• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live

• 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.