Customer Service Agent (Telco Support)

Customers phone this telecoms support centre in Pretoria West when something has gone wrong, and your job is to put it right. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

The work is in Pretoria West, Gauteng, so you'll need a reliable way to get there every day.

• Handle callers with UK, US or Australian accents and time zones.
• Verify caller identity before sharing any account details, as POPIA requires.
• Answer inbound calls within target and greet callers using the approved script.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Log every interaction and outcome in the CRM before taking the next call.
• Follow up on open tickets and phone customers back when promised.
• Attend team huddles and weekly coaching sessions on call recordings.

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

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

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

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.