Customer Service Agent (Telco Support)

Customers phone this online retail help desk in Umlazi when something has gone wrong, and your job is to put it right. This is a good step for someone who wants proper routine and a manager who notices good work.

You'll report in Umlazi. Relocation is not covered for this one. Weekend work is on a roster, so you won't be on every weekend.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Process address changes, refunds and cancellations on the billing system.
• Follow up on open tickets and phone customers back when promised.
• Answer inbound calls within target and greet callers using the approved script.
• Handle callers with UK, US or Australian accents and time zones.

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

• Company transport home after night shifts
• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live
• Monthly performance bonus linked to quality and attendance

• 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.