Inbound Call Centre Agent (UK Campaign) – Entry Level

Headset on, systems open: this telecoms support centre in Mthatha 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 Mthatha; early starts mean public transport timing matters, so check your route before applying.

• Escalate complex complaints to a team leader with clear case notes.
• Reply to emails and live chats within the service-level window.
• Troubleshoot routers, fibre connections and app logins step by step.
• Verify caller identity before sharing any account details, as POPIA requires.
• Follow up on open tickets and phone customers back when promised.

• Basic computer skills: Windows, email and working across a few screens
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• No criminal record, as most clients run a background check
• Matric with a pass in English
• You stay calm when a caller is angry
• Able to pass a voice and accent assessment

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

• 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

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.