Inbound Call Centre Agent (UK Campaign) – Entry Level

You'll take customer calls and chats at a telecoms support centre in Stellenbosch, sorting problems on the first contact. You'll work with a small crew, so being easy to work with matters as much as skill.

This post is Stellenbosch-based, with most of your time spent at a telecoms support centre. Overtime comes up in peak season and is paid.

• Verify caller identity before sharing any account details, as POPIA requires.
• Troubleshoot routers, fibre connections and app logins step by step.
• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.
• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.

• Basic computer skills: Windows, email and working across a few screens
• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Matric with a pass in English
• Able to pass a voice and accent assessment

• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese

• Medical aid option after probation
• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts

• 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.