Customer Service Agent (Telco Support) – Entry Level

Customers phone this telecoms support centre in Rosslyn when something has gone wrong, and your job is to put it right. You don't need to be the loudest person in the room, just the one others can count on.

The site is in Rosslyn; early starts mean public transport timing matters, so check your route before applying. You'll start with a short induction before working on your own.

• Verify caller identity before sharing any account details, as POPIA requires.
• Follow up on open tickets and phone customers back when promised.
• Log every interaction and outcome in the CRM before taking the next call.
• Reply to emails and live chats within the service-level window.
• Process address changes, refunds and cancellations on the billing system.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• Matric with a pass in English
• You stay calm when a caller is angry
• Able to pass a voice and accent assessment

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

• Monthly performance bonus linked to quality and attendance
• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts
• Paid training for 2 to 4 weeks before you go live

• 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.