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.