Call Centre Agent

New Generation Management Consulting; Johannesburg; On-site; ZAR 150 000 - 200 000; Full time

Job summary

A consulting firm in Johannesburg is seeking a skilled customer support representative. This role involves handling onsite support for various telecommunications services and requires at least 2 years of customer interaction experience. Candidates must hold a Matric certificate, possess a valid driver's licence, and communicate fluently in English. The position demands full computer literacy and a clear criminal record. Join a fast-paced environment focused on customer satisfaction and technical support.

Qualifications

• 2+ years of face-to-face customer support experience required.
• Technical experience in the telecommunications industry is essential.
• Valid driver’s licence is necessary.
• Must have a clear criminal record.
• Full computer literacy is required.

Responsibilities

• Handle onsite support including SIM swaps and activations.
• Drive digital and portal adoption while achieving performance metrics.
• Log activities in Client’s systems and comply with audits.
• Maintain necessary equipment and ensure BCM capability.

Skills

Customer-centric

Communication fluency in English

Technical troubleshooting

Resilience

Education

Matric certificate

Tools

MS Office

Genesys

Morpheus

Helios

Eppix

Job description

Responsibilities

• 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.