Customer Service Agent (Telco Support)

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

Location: Pretoria East, Gauteng. Applicants who already live in the area get looked at first. Most weeks are 45 hours, in line with the BCEA.

• Handle callers with UK, US or Australian accents and time zones.
• Verify caller identity before sharing any account details, as POPIA requires.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Attend team huddles and weekly coaching sessions on call recordings.
• Follow up on open tickets and phone customers back when promised.
• Troubleshoot routers, fibre connections and app logins step by step.
• Log every interaction and outcome in the CRM before taking the next call.

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

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

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