Customer Service Agent (Telco Support)

Customers phone this online retail help desk in Tembisa when something has gone wrong, and your job is to put it right. It's the kind of job where doing the basics well every day gets you noticed.

You'll be based at an online retail help desk in Tembisa. Living nearby, or on a taxi route to it, really helps. The first two weeks are spent shadowing someone experienced.

• Escalate complex complaints to a team leader with clear case notes.
• Follow up on open tickets and phone customers back when promised.
• Attend team huddles and weekly coaching sessions on call recordings.
• Troubleshoot routers, fibre connections and app logins step by step.
• Handle callers with UK, US or Australian accents and time zones.
• Verify caller identity before sharing any account details, as POPIA requires.
• Log every interaction and outcome in the CRM before taking the next call.

• Matric with a pass in English
• No criminal record, as most clients run a background check
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Basic computer skills: Windows, email and working across a few screens
• Open to rotating shifts, including nights and weekends for offshore campaigns

• Technical know-how on Wi-Fi, fibre or smartphones
• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese

• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Company transport home after night shifts

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.