Inbound Call Centre Agent (UK Campaign)

Headset on, systems open: this telecoms support centre in Benoni needs agents who stay patient on the hundredth call. Expect to be trusted with real work from your first week.

Home base is a telecoms support centre on the Benoni side of Gauteng. Shifts rotate, so you'll need to be flexible about days and nights.

• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Reply to emails and live chats within the service-level window.
• Log every interaction and outcome in the CRM before taking the next call.
• Answer inbound calls within target and greet callers using the approved script.
• Troubleshoot routers, fibre connections and app logins step by step.
• Process address changes, refunds and cancellations on the billing system.

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

• A Customer Service NQF Level 2 or 4 learnership certificate
• Technical know-how on Wi-Fi, fibre or smartphones
• Previous contact centre or retail customer service experience

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

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.