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.