Technical Support Agent (Fibre & Wi-Fi)

Headset on, systems open: this insurance claims contact centre in Vereeniging needs agents who stay patient on the hundredth call. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is in Vereeniging (Gauteng). Please only apply if you can travel there daily.

• Attend team huddles and weekly coaching sessions on call recordings.
• Troubleshoot routers, fibre connections and app logins step by step.
• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.

• 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)
• Able to pass a voice and accent assessment
• Open to rotating shifts, including nights and weekends for offshore campaigns
• No criminal record, as most clients run a background check

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

• Monthly performance bonus linked to quality and attendance
• Company transport home after night shifts
• 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.