Customer Service Agent (Telco Support)

Headset on, systems open: this online retail help desk in Prospecton needs agents who stay patient on the hundredth call. It's a practical job: you'll see what you got done before you go home.

The work is in Prospecton, KwaZulu-Natal, so you'll need a reliable way to get there every day. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Answer inbound calls within target and greet callers using the approved script.
• Follow up on open tickets and phone customers back when promised.
• Troubleshoot routers, fibre connections and app logins step by step.
• Attend team huddles and weekly coaching sessions on call recordings.
• Verify caller identity before sharing any account details, as POPIA requires.
• Escalate complex complaints to a team leader with clear case notes.

• 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
• No criminal record, as most clients run a background check

• Company transport home after night shifts
• Paid training for 2 to 4 weeks before you go live
• Medical aid option after probation
• Clear promotion path to team leader or quality assessor

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.