Call Centre Agent

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 Clients 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.