Customer Care Agent

2 weeks ago

Soweto, Gauteng, South Africa Evertrade Full time R80 000 - R120 000 per year
Role Overview

The Customer Care Agent is responsible for supporting Mission Mobile customers across email, phone, and the in-store support widget. The agent handles incoming queries, resolves issues within defined SLAs, and ensures customers receive clear, helpful, and timely assistance. This role requires strong communication skills, patience, problem-solving ability, and comfort working in a fast-moving tech-enabled telco and device-financing environment

Key Responsibilities

Customer Support & Case Handling

  • Handle customer queries received via email, phone, and the in-store widget.
  • Provide the first response within SLA targets (12 business hours).
  • Log all interactions accurately into the support system.
  • Follow standard operating procedures to resolve issues within 2–3 business days.
  • Manage high-priority cases (device locked, SIM provisioning, activation failures, debit issues) with urgency.
  • Send customer updates every 48 hours until issues are closed.
  • Close cases correctly and confirm resolution with customers.

Technical & Product Support

  • Assist customers with:
    • Device activations and setup
    • SIM and connectivity issues
    • Account onboarding issues
    • Debit order and billing queries
    • Delivery or collection issues
    • MDM lock/unlock questions
    • Contract/plan explanations
  • Troubleshoot issues using internal tools and knowledge base.

Escalation Management

  • Identify when a case cannot be resolved at Level 1.
  • Escalate cases after 72 hours or sooner if required.
  • Communicate clearly with Level 2 support, operations, or technical teams.

Quality & SLA Compliance

  • Meet or exceed individual SLA and quality targets.
  • Maintain professional communication with customers at all times.
  • Follow scripts and guidelines while still using natural, human tone.
  • Contribute suggestions to improve processes and customer experience.
Skills & Experience Required

Essential

  • Strong verbal and written communication skills.
  • Experience in a call centre, helpdesk, or customer service environment.
  • Ability to explain technical concepts in simple terms.
  • Confident handling difficult customers or escalations.
  • Good attention to detail and accurate record-keeping.
  • Ability to work under pressure and manage multiple cases at once.
  • Basic knowledge of smartphones, SIM provisioning, airtime/data, etc.

Advantageous (Nice-to-Have)

  • Experience in telco, device financing, or fintech.
  • Knowledge of CRM/Helpdesk systems (Freshdesk, Zendesk, Zoho, etc.).
  • Familiarity with debit order processes (DebiCheck), bank integrations, or onboarding flows.
  • Multilingual (English + another South African language).

Personal Attributes

  • Calm, patient, and customer-focused.
  • Reliable and accountable.
  • Fast learner who can adapt to new processes.
  • Team player with a positive attitude.
  • Takes ownership of issues and follows through to resolution.
KPIs / Performance Measures
  • SLA compliance (response & resolution times)
  • First-contact resolution rate
  • Customer satisfaction (CSAT)
  • Case quality score
  • Accuracy of case logs
  • Attendance & punctuality
Why Join Mission Mobile?

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