Customer Service Agent (Telco Support)

Customers phone this international outsourcing contact centre in Hammarsdale 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.

Location: Hammarsdale, KwaZulu-Natal. Applicants who already live in the area get looked at first. The first two weeks are spent shadowing someone experienced.

• Answer inbound calls within target and greet callers using the approved script.
• Reply to emails and live chats within the service-level window.
• Log every interaction and outcome in the CRM before taking the next call.
• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.

• No criminal record, as most clients run a background check
• You stay calm when a caller is angry
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)

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

• 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.