Customer Service Agent (Telco Support) – Experienced

You'll take customer calls and chats at a banking service centre in Paarl, sorting problems on the first contact. This is a good step for someone who wants proper routine and a manager who notices good work.

The work is in Paarl, Western Cape, so you'll need a reliable way to get there every day.

• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.
• Troubleshoot routers, fibre connections and app logins step by step.
• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.

• Basic computer skills: Windows, email and working across a few screens
• Matric with a pass in English
• No criminal record, as most clients run a background check
• Able to pass a voice and accent assessment

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

• Medical aid option after probation
• Monthly performance bonus linked to quality and attendance
• 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.