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.

· 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.