Customer Service Agent (Telco Support) – Permanent

Customers phone this telecoms support centre in Epping when something has gone wrong, and your job is to put it right. It's the kind of job where doing the basics well every day gets you noticed.

You'll report in Epping. Relocation is not covered for this one. Most weeks are 45 hours, in line with the BCEA.

• Answer inbound calls within target and greet callers using the approved script.
• Process address changes, refunds and cancellations on the billing system.
• Escalate complex complaints to a team leader with clear case notes.
• Reply to emails and live chats within the service-level window.
• Troubleshoot routers, fibre connections and app logins step by step.
• Log every interaction and outcome in the CRM before taking the next call.
• Attend team huddles and weekly coaching sessions on call recordings.

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

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

• Company transport home after night shifts
• Paid training for 2 to 4 weeks before you go live
• Medical aid option after probation

• 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.