Customer Service Agent (Telco Support)

Headset on, systems open: this telecoms support centre in Roodepoort needs agents who stay patient on the hundredth call. It suits someone who likes knowing exactly what a good day's work looks like.

You'll report in Roodepoort. Relocation is not covered for this one. 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.
• Handle callers with UK, US or Australian accents and time zones.
• Answer inbound calls within target and greet callers using the approved script.
• Attend team huddles and weekly coaching sessions on call recordings.
• 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
• Basic computer skills: Windows, email and working across a few screens
• No criminal record, as most clients run a background check
• You stay calm when a caller is angry
• Open to rotating shifts, including nights and weekends for offshore campaigns

• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate

• Medical aid option after probation
• Clear promotion path to team leader or quality assessor
• 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.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.