Customer Service Agent (Telco Support)

Headset on, systems open: this online retail help desk in Randburg needs agents who stay patient on the hundredth call. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

You'll report in Randburg. Relocation is not covered for this one.

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

• You stay calm when a caller is angry
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• No criminal record, as most clients run a background check

• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese

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

• 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.