Customer Service Agent (Telco Support) – Permanent

You'll take customer calls and chats at an international outsourcing contact centre in Richards Bay, sorting problems on the first contact. It's the kind of job where doing the basics well every day gets you noticed.

This post is in Richards Bay (KwaZulu-Natal). Please only apply if you can travel there daily.

• Verify caller identity before sharing any account details, as POPIA requires.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.
• Answer inbound calls within target and greet callers using the approved script.

• Basic computer skills: Windows, email and working across a few screens
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• 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

• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation

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