Customer Service Agent (Telco Support) – Entry Level

You'll take customer calls and chats at an online retail help desk in Stellenbosch, sorting problems on the first contact. If you turn up on time and finish what you start, you'll fit in quickly.

This post is Stellenbosch-based, with most of your time spent at an online retail help desk. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Answer inbound calls within target and greet callers using the approved script.
• Handle callers with UK, US or Australian accents and time zones.
• Escalate complex complaints to a team leader with clear case notes.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.
• Reply to emails and live chats within the service-level window.

• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment
• Matric with a pass in English
• Open to rotating shifts, including nights and weekends for offshore campaigns

• A Customer Service NQF Level 2 or 4 learnership certificate
• Technical know-how on Wi-Fi, fibre or smartphones
• A second language, especially Afrikaans, isiZulu or Portuguese

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

• 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.