Inbound Call Centre Agent (UK Campaign)

Customers phone this telecoms support centre in Epping when something has gone wrong, and your job is to put it right. Bring a calm head on busy days and you'll be fine.

This post is in Epping (Western Cape). Please only apply if you can travel there daily. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Handle callers with UK, US or Australian accents and time zones.
• Follow up on open tickets and phone customers back when promised.
• Troubleshoot routers, fibre connections and app logins step by step.
• Reply to emails and live chats within the service-level window.
• Process address changes, refunds and cancellations on the billing system.
• Answer inbound calls within target and greet callers using the approved script.

• Matric with a pass in English
• No criminal record, as most clients run a background check
• You stay calm when a caller is angry
• Able to pass a voice and accent assessment

• A Customer Service NQF Level 2 or 4 learnership certificate
• Technical know-how on Wi-Fi, fibre or smartphones

• Clear promotion path to team leader or quality assessor
• Medical aid option after probation
• 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.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.