Call Centre Agent

New Generation Group; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A prominent telecommunications support company in Johannesburg is seeking an experienced customer support representative. The ideal candidate will handle onsite support, including SIM swaps and activations, ensuring customer satisfaction through effective communication and compliance with quality standards. You must have a matric certificate, 2+ years in face-to-face customer support, and experience in the telecommunications sector. This role requires clear communication in English and is customer-centric, so resilience is crucial. Advanced computer skills are needed, along with a valid driver’s license.

Qualifications

• Minimum 2 years of face-to-face customer support experience required.
• Must have technical knowledge in the telecommunications industry.
• Valid driver's license is necessary.
• Clear criminal record is essential.

Responsibilities

• Handle onsite support including SIM swaps, activations, and billing inquiries.
• Achieve key performance indicators like FCR and tNPS.
• Log activities in client’s systems and complete monthly assessments.
• Participate in quality audits achieving 90%+ compliance.

Skills

Customer-centric

Fluent communication in English

Resilience under pressure

Education

Matric certificate

Tools

MS Office

Genesys

Morpheus

Helios

Eppix

Job description

• Handle onsite support: SIM swaps, activations, billing enquiries, VAS, APN setup, barring, upgrades, bulk requests (e.g., 8-56hr SLAs).
• Achieve FCR, FTF, tNPS; upsell/cross-sell; drive digital/portal adoption.
• Log activities in Client’s systems (Genesys, IRS-P, SRM); complete monthly assessments, training refreshers.
• Comply with fraud/BPPs, authentication; report issues, participate in quality audits (90%+).
• Maintain equipment (laptop, headset, fingerprint scanner); remote BCM capability.

Requirements

• Matric certificate; 2+ years face-to-face customer support.
• Technical experience in telecommunications industry.
• Valid driver’s licence.
• Well articulate, communicates fluently in English.
• Clear criminal record.
• Full computer literacy (MS Office, Morpheus, Helios, Eppix, Genesys).
• Customer‑centric, resilient.