US Telecom Company Cape Town - Customer Service Agent 1

HGS; Cape Town; On-site; ZAR 108,000 - 140,000; Full time

Benefits offered by this job

R52 per hour

Night and weekend premium

Bonus opportunities

Medical insurance

Fully funded transportation

Job summary

HGS in Cape Town seeks a Customer Service Advisor to handle inbound calls and emails from a US telecoms client. You will resolve billing, account, and service queries with empathy and accuracy in a fast-paced on-site role.

Key tasks include listening to concerns, taking ownership until resolution, providing clear product information, and basic technical support. You’ll record interactions precisely and adapt to changing processes while upholding service standards.

Qualifications

• Matric (Grade 12) or equivalent.
• Strong verbal and written communication with customers.
• Ability to manage conversations calmly in a high-volume setting.
• Proactive and solution-focused approach to customer care.
• Willingness to work on-site in Cape Town and rotate shifts.

Responsibilities

• Handle inbound customer calls and emails with professionalism and empathy.
• Actively listen to customer concerns to identify needs and provide effective solutions.
• Take ownership of issues from first contact to resolution.
• Provide clear information regarding products, services, billing and accounts.
• Deliver basic technical support and troubleshoot service issues.
• Maintain detailed records of all interactions in internal systems.
• Apply a consultative approach when recommending services.
• Meet or exceed individual and team performance targets.

Skills

Customer service

Communication

Problem solving

Multitasking

Technical aptitude

Education

Matric (Grade 12)

Tools

CRM software

Job description

HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a "globally local" approach with 17,000+ employees across 10 countries and 23 delivery centres.

South Africa ONLY

Be the voice customers trust by delivering clarity, confidence and care in every interaction. As a Customer Service Advisor supporting the US Telecoms company you will act as a key point of contact for customers seeking assistance with their broadband, TV, and phone services. This is an inbound, on-site role based in Woodstock, Cape Town, where you will engage with customers via phone and email to resolve queries related to billing, account management, service issues, and general enquiries. While opportunities to recommend additional services may arise, this is not a sales-driven role. Your primary focus will be to deliver a seamless, supportive, and professional customer experience, ensuring issues are resolved efficiently and with empathy. You will work in a fast-paced contact centre environment, managing multiple interactions while maintaining service quality and accuracy.

HGS enables a Coaching Culture:

HGS is dedicates to fostering a coaching culture where continuous learning and development are integral to everyday life. Our coaching culture empowers employees to achieve their full potential with support from colleagues, managers, and mentors, through feedback mentorship and diverse learning opportunities. If you are passionate about growth for both yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration.

Why Choose Us

• R52 per hour (with lower rate of R40 during training)
• Variable annual bonus of R500, premium pay for nights and weekends, occasional overtime opportunities, and bonus for selling products
• Rotational shifts between Monday to Sunday, 1pm to 10am
• Annual leave entitlement: 15 days per annum and, 17 days after 2 years
• Comprehensive funeral cover.
• Medical insurance to keep you healthy and protected.
• Fully funded transportation to your home after shift.
• Career advancement in a fast-growing organization
• People focused environment where you'll make lifetime connections and friendships

What Are We Looking For

• Handle inbound customer calls and emails with professionalism, empathy, and confidence.
• Actively listen to customer concerns to accurately identify needs and provide effective solutions.
• Take ownership of customer issues from initial contact through to resolution.
• Provide clear and accurate information regarding products, services, billing, and accounts.
• Deliver basic technical support and troubleshoot service-related issues.
• Maintain detailed and accurate records of all customer interactions using internal systems.
• Apply a consultative approach when recommending suitable services or solutions.
• Meet or exceed individual and team performance targets through quality service delivery.
• Adapt quickly to changing processes, systems, and customer demands.
• Create consistently positive customer experiences that reflect brand and service standards.

If you're ready to grow your career in a collaborative, customer-obsessed team full of night owls, this role is for you.

Requirements

• Matric (Grade 12) qualification or a minimum of two years' experience within a BPO or contact
• centre environment.
• Strong verbal and written communication skills with the ability to engage confidently with
• customers.
• Proven ability to manage challenging conversations calmly in a high-volume, fast-paced
• environment.
• Customer-focused mindset with a proactive and solution-oriented approach.
• Ability to multitask effectively while maintaining accuracy and attention to detail.
• Adaptability and resilience when working rotating shifts in a 24/7 operational environment.
• South African citizenship and the ability to work on-site in Cape Town.
• Confident using multiple computer systems and applications simultaneously
• Strong data capture skills with high accuracy
• Ability to quickly learn new systems, tools, and process
• Basic technical aptitude to support troubleshooting and service diagnostics.

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.