Customer Service Agent (Telco Support) – Experienced

You'll take customer calls and chats at an insurance claims contact centre in Montague Gardens, sorting problems on the first contact. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Location: Montague Gardens, Western Cape. Applicants who already live in the area get looked at first.

• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.
• Attend team huddles and weekly coaching sessions on call recordings.
• Reply to emails and live chats within the service-level window.
• Handle callers with UK, US or Australian accents and time zones.
• Escalate complex complaints to a team leader with clear case notes.

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

• 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

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

• 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.