Technical Support Agent (Fibre & Wi-Fi)

Headset on, systems open: this insurance claims contact centre in Gqeberha needs agents who stay patient on the hundredth call. You'll work with a small crew, so being easy to work with matters as much as skill.

This post is in Gqeberha (Eastern Cape). Please only apply if you can travel there daily. Start is planned for the beginning of next month.

• 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.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Answer inbound calls within target and greet callers using the approved script.
• Attend team huddles and weekly coaching sessions on call recordings.
• Process address changes, refunds and cancellations on the billing system.

• Matric with a pass in English
• No criminal record, as most clients run a background check
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Open to rotating shifts, including nights and weekends for offshore campaigns

• Monthly performance bonus linked to quality and attendance
• Company transport home after night shifts
• Clear promotion path to team leader or quality assessor

• 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.