Telco Retention Customer Service Agent - Umhlanga

About the role

ShiftMate is recruiting Telco Retention Customer Service Agents for a contact centre in Umhlanga, near Durban. The retention team speaks to customers who want to cancel or switch networks, finds out why and offers solutions that keep them happy. The role is permanent and full-time.

Key responsibilities

• Answer inbound calls and help customers with account, policy and billing questions
• Find the answer on the system and explain it clearly
• Log every interaction accurately and follow up where a case needs another team
• Treat customers fairly and follow the call script and compliance rules
• Meet quality, call-handling and customer-satisfaction targets
• Handle cancellation requests, resolve the reason behind them and offer suitable alternatives

Required profile

• Matric (Grade 12)
• At least 6 months' call-centre or customer-service experience
• Fluent spoken and written English; a second South African language is an advantage
• Patient, calm and good at listening

Required skills

• Comfortable working on a computer and typing while talking

What we offer

• R6 500 basic salary per month, plus performance bonuses and commission
• Training before taking live calls
• A permanent, full-time position in a professional contact centre

To apply, complete the free online assessment once; shortlisted candidates are invited to interview. The closing date is Wednesday, 4 November 2026.