Inbound Call Centre Agent (UK Campaign)

Headset on, systems open: this telecoms support centre in Mbombela needs agents who stay patient on the hundredth call. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

The site is in Mbombela; early starts mean public transport timing matters, so check your route before applying. Start is planned for the beginning of next month.

• Reply to emails and live chats within the service-level window.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Log every interaction and outcome in the CRM before taking the next call.
• Verify caller identity before sharing any account details, as POPIA requires.
• Troubleshoot routers, fibre connections and app logins step by step.
• Escalate complex complaints to a team leader with clear case notes.

• Basic computer skills: Windows, email and working across a few screens
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Open to rotating shifts, including nights and weekends for offshore campaigns

• Technical know-how on Wi-Fi, fibre or smartphones
• Previous contact centre or retail customer service experience

• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live
• Company transport home after night shifts
• Monthly performance bonus linked to quality and attendance

• 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.