Inbound Call Centre Agent (UK Campaign)

Customers phone this telecoms support centre in Umlazi when something has gone wrong, and your job is to put it right. If you like clear targets and knowing where you stand, this is for you.

The work is in Umlazi, KwaZulu-Natal, so you'll need a reliable way to get there every day.

• Escalate complex complaints to a team leader with clear case notes.
• Follow up on open tickets and phone customers back when promised.
• Troubleshoot routers, fibre connections and app logins step by step.
• Process address changes, refunds and cancellations on the billing system.
• Verify caller identity before sharing any account details, as POPIA requires.

• You stay calm when a caller is angry
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• No criminal record, as most clients run a background check
• Open to rotating shifts, including nights and weekends for offshore campaigns

• Technical know-how on Wi-Fi, fibre or smartphones
• A second language, especially Afrikaans, isiZulu or Portuguese

• Paid training for 2 to 4 weeks before you go live
• Company transport home after night shifts
• Clear promotion path to team leader or quality assessor
• Medical aid option after probation

• 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.