Customer Service Agent (Telco Support) – Immediate Start

Customers phone this international outsourcing contact centre in Sandton when something has gone wrong, and your job is to put it right. If you turn up on time and finish what you start, you'll fit in quickly.

You'll be based at an international outsourcing contact centre in Sandton. Living nearby, or on a taxi route to it, really helps. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Escalate complex complaints to a team leader with clear case notes.
• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Troubleshoot routers, fibre connections and app logins step by step.
• Follow up on open tickets and phone customers back when promised.

• Basic computer skills: Windows, email and working across a few screens
• Matric with a pass in English
• No criminal record, as most clients run a background check
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate
• Technical know-how on Wi-Fi, fibre or smartphones

• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live
• Company transport home after night shifts

• 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.