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 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.