Customer Service Agent (Telco Support) – Permanent

Headset on, systems open: this online retail help desk in Pretoria East needs agents who stay patient on the hundredth call. People who do well here are steady, honest and not scared to ask when something is unclear.

You'll be based at an online retail help desk in Pretoria East. Living nearby, or on a taxi route to it, really helps. The first two weeks are spent shadowing someone experienced.

• Process address changes, refunds and cancellations on the billing system.
• Troubleshoot routers, fibre connections and app logins step by step.
• Attend team huddles and weekly coaching sessions on call recordings.
• Reply to emails and live chats within the service-level window.
• Log every interaction and outcome in the CRM before taking the next call.
• Escalate complex complaints to a team leader with clear case notes.
• Answer inbound calls within target and greet callers using the approved script.

• Able to pass a voice and accent assessment
• Matric with a pass in English
• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Open to rotating shifts, including nights and weekends for offshore campaigns

• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

• Company transport home after night shifts
• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.