Inbound Call Centre Agent (UK Campaign)

Headset on, systems open: this telecoms support centre in Kariega needs agents who stay patient on the hundredth call. You don't need to be the loudest person in the room, just the one others can count on.

You'll report in Kariega. Relocation is not covered for this one. Start is planned for the beginning of next month.

• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.
• Handle callers with UK, US or Australian accents and time zones.
• Escalate complex complaints to a team leader with clear case notes.
• Reply to emails and live chats within the service-level window.
• Answer inbound calls within target and greet callers using the approved script.
• Log every interaction and outcome in the CRM before taking the next call.

• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• 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
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• A Customer Service NQF Level 2 or 4 learnership certificate
• Technical know-how on Wi-Fi, fibre or smartphones
• A second language, especially Afrikaans, isiZulu or Portuguese

• Clear promotion path to team leader or quality assessor
• Medical aid option after probation
• Monthly performance bonus linked to quality and attendance
• 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.