Customer Service Agent (Telco Support) – Permanent

Headset on, systems open: this online retail help desk in Umhlanga needs agents who stay patient on the hundredth call. If you like clear targets and knowing where you stand, this is for you.

Home base is an online retail help desk on the Umhlanga side of KwaZulu-Natal. Overtime comes up in peak season and is paid.

• Process address changes, refunds and cancellations on the billing system.
• 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.
• Follow up on open tickets and phone customers back when promised.
• Log every interaction and outcome in the CRM before taking the next call.
• Escalate complex complaints to a team leader with clear case notes.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• No criminal record, as most clients run a background check
• Basic computer skills: Windows, email and working across a few screens
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• You stay calm when a caller is angry

• Company transport home after night shifts
• Medical aid option after probation
• Clear promotion path to team leader or quality assessor

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