Customer Service Agent (Telco Support)

Customers phone this telecoms support centre in Springs when something has gone wrong, and your job is to put it right. You'll work with a small crew, so being easy to work with matters as much as skill.

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

• Answer inbound calls within target and greet callers using the approved script.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Handle callers with UK, US or Australian accents and time zones.
• Troubleshoot routers, fibre connections and app logins step by step.
• Process address changes, refunds and cancellations on the billing system.
• Reply to emails and live chats within the service-level window.

• 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)
• 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

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

• 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.