Call Centre Agent

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

Job summary

A telecommunications company in Johannesburg is seeking a dedicated support specialist to manage onsite customer interactions. Responsibilities include handling SIM swaps, activations, and billing inquiries, while ensuring compliance with service quality standards. The ideal candidate has at least 2 years of customer support experience and a technical background in telecommunications, along with clear communication skills in English. A valid driver's license is required for this role.

Qualifications

• Minimum 2 years of face-to-face customer support experience.
• Technical experience in the telecommunications industry.
• Must possess a valid driver’s license.
• Must communicate fluently in English.

Responsibilities

• Provide onsite support for SIM swaps and activations.
• Aim to achieve first contact resolution and customer satisfaction.
• Log activities in Client's systems like Genesys and IRS-P.
• Participate in quality audits and trainings.

Skills

Customer support

Technical expertise

Communication skills

Education

Matric certificate

Job description

Johannesburg, South Africa | Posted on 01/22/2026

Responsibilities

• Handle onsite support: SIM swaps, activations, billing enquiries, VAS, APN setup, barring, upgrades, bulk requests (e.g., 8-56 hr 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%+).

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.