Customer Service Agent (Telco Support)

Headset on, systems open: this international outsourcing contact centre in Worcester needs agents who stay patient on the hundredth call. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

You'll report in Worcester. Relocation is not covered for this one. There's a probation period of three months before the contract is confirmed.

• Answer inbound calls within target and greet callers using the approved script.
• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Meet daily targets for average handle time, quality score and first-call resolution.

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

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

• Company transport home after night shifts
• Clear promotion path to team leader or quality assessor
• 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.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.