Customer Service Agent (Telco Support) – Fixed-Term

Headset on, systems open: this telecoms support centre in Stellenbosch needs agents who stay patient on the hundredth call. It's a practical job: you'll see what you got done before you go home.

The work is in Stellenbosch, Western Cape, so you'll need a reliable way to get there every day. Shifts rotate, so you'll need to be flexible about days and nights.

• Log every interaction and outcome in the CRM before taking the next call.
• Follow up on open tickets and phone customers back when promised.
• Handle callers with UK, US or Australian accents and time zones.
• Process address changes, refunds and cancellations on the billing system.
• Reply to emails and live chats within the service-level window.
• Meet daily targets for average handle time, quality score and first-call resolution.

• No criminal record, as most clients run a background check
• You stay calm when a caller is angry
• Able to pass a voice and accent assessment
• Basic computer skills: Windows, email and working across a few screens

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

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.