Customer Service Agent (Telco Support)

You'll take customer calls and chats at an international outsourcing contact centre in Kimberley, sorting problems on the first contact. It suits someone who likes knowing exactly what a good day's work looks like.

This post is in Kimberley (Northern Cape). Please only apply if you can travel there daily.

• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Attend team huddles and weekly coaching sessions on call recordings.
• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.
• Verify caller identity before sharing any account details, as POPIA requires.

• You stay calm when a caller is angry
• Able to pass a voice and accent assessment
• 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
• Matric with a pass in English

• A second language, especially Afrikaans, isiZulu or Portuguese
• Previous contact centre or retail customer service experience

• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts
• 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.