Inbound Call Centre Agent (UK Campaign)

Headset on, systems open: this telecoms support centre in Fourways needs agents who stay patient on the hundredth call. Good for someone who wants to build a solid track record they can put on their CV.

Home base is a telecoms support centre on the Fourways side of Gauteng. Overtime comes up in peak season and is paid.

• Escalate complex complaints to a team leader with clear case notes.
• Process address changes, refunds and cancellations on the billing system.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Answer inbound calls within target and greet callers using the approved script.
• Attend team huddles and weekly coaching sessions on call recordings.
• Handle callers with UK, US or Australian accents and time zones.
• Verify caller identity before sharing any account details, as POPIA requires.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• You stay calm when a caller is angry
• Basic computer skills: Windows, email and working across a few screens
• Open to rotating shifts, including nights and weekends for offshore campaigns

• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience

• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation
• Company transport home after night shifts

• 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.