Customer Service Agent (Telco Support)

Headset on, systems open: this international outsourcing contact centre in Stellenbosch needs agents who stay patient on the hundredth call. People who do well here are steady, honest and not scared to ask when something is unclear.

The work is in Stellenbosch, Western Cape, so you'll need a reliable way to get there every day.

• Verify caller identity before sharing any account details, as POPIA requires.
• Escalate complex complaints to a team leader with clear case notes.
• Log every interaction and outcome in the CRM before taking the next call.
• Process address changes, refunds and cancellations on the billing system.
• Attend team huddles and weekly coaching sessions on call recordings.

• You stay calm when a caller is angry
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Able to pass a voice and accent assessment
• 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
• A second language, especially Afrikaans, isiZulu or Portuguese

• Monthly performance bonus linked to quality and attendance
• 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.