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.