Customer Service Agent (Telco Support)

Customers phone this online retail help desk in Gqeberha when something has gone wrong, and your job is to put it right. Bring a calm head on busy days and you'll be fine.

You'll be based at an online retail help desk in Gqeberha. Living nearby, or on a taxi route to it, really helps. Shifts rotate, so you'll need to be flexible about days and nights.

• Verify caller identity before sharing any account details, as POPIA requires.
• 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.
• Escalate complex complaints to a team leader with clear case notes.
• Process address changes, refunds and cancellations on the billing system.

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

• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation
• Company transport home after night shifts

• 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.