Customer Service Agent (Telco Support)

You'll take customer calls and chats at an international outsourcing contact centre in Montague Gardens, sorting problems on the first contact. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

The work is in Montague Gardens, Western Cape, so you'll need a reliable way to get there every day. Overtime comes up in peak season and is paid.

• Process address changes, refunds and cancellations on the billing system.
• Escalate complex complaints to a team leader with clear case notes.
• Troubleshoot routers, fibre connections and app logins step by step.
• Attend team huddles and weekly coaching sessions on call recordings.
• Follow up on open tickets and phone customers back when promised.
• Handle callers with UK, US or Australian accents and time zones.
• Log every interaction and outcome in the CRM before taking the next call.

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

• Medical aid option after probation
• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live

• 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.