Technical Support Agent (Fibre & Wi-Fi)

Customers phone this telecoms support centre in Somerset West when something has gone wrong, and your job is to put it right. It suits someone who likes knowing exactly what a good day's work looks like.

You'll be based at a telecoms support centre in Somerset West. Living nearby, or on a taxi route to it, really helps.

• Reply to emails and live chats within the service-level window.
• Log every interaction and outcome in the CRM before taking the next call.
• Attend team huddles and weekly coaching sessions on call recordings.
• Process address changes, refunds and cancellations on the billing system.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Handle callers with UK, US or Australian accents and time zones.
• Verify caller identity before sharing any account details, as POPIA requires.

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

• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

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

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