Customer Service Agent (Telco Support)

You'll take customer calls and chats at a banking service centre in Khayelitsha, sorting problems on the first contact. It's the kind of job where doing the basics well every day gets you noticed.

This post is Khayelitsha-based, with most of your time spent at a banking service centre.

• Process address changes, refunds and cancellations on the billing system.
• Escalate complex complaints to a team leader with clear case notes.
• Follow up on open tickets and phone customers back when promised.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Reply to emails and live chats within the service-level window.

• You stay calm when a caller is angry
• Basic computer skills: Windows, email and working across a few screens
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• No criminal record, as most clients run a background check

• A second language, especially Afrikaans, isiZulu or Portuguese
• Previous contact centre or retail customer service experience
• Technical know-how on Wi-Fi, fibre or smartphones

• Clear promotion path to team leader or quality assessor
• 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.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.