Call Centre Agent Job Opportunity in Boksburg, Gauteng
A permanent opportunity is available for a Call Centre Agent based in Boksburg, Gauteng. This position is ideal for candidates with customer service experience who are passionate about providing support, resolving queries, and ensuring positive customer experiences.
The successful candidate will form part of the IT support function and play a key role in coordinating support requests, escalating incidents to the appropriate teams, and ensuring that customer queries are resolved efficiently. This position offers an opportunity to work in a dynamic environment where communication, problem-solving, and customer service skills are highly valued.
Position Overview
Job Title: Call Centre Agent
Job Type: Permanent
Location: Boksburg, Gauteng
Business Unit: Corporate
Department: IT Hardware
Job Grade: B4
Number of Positions: 1
Closing Date: 15 June 2026
This role focuses on serving as the first point of contact for users requiring IT-related assistance and support. The Call Centre Agent will be responsible for logging incidents, monitoring service requests, and communicating updates to customers throughout the support process.
About the Role
The primary purpose of this position is to coordinate and support the flow of IT-related service requests within the organisation. The successful candidate will receive queries, log incidents, gather relevant information, and escalate issues to the appropriate support teams for resolution.
By acting as the link between customers and technical support personnel, the Call Centre Agent helps ensure that service requests are handled efficiently and that users receive timely feedback regarding their support tickets.
This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced customer-focused environment.
Key Responsibilities
The Call Centre Agent will be responsible for a variety of customer support and administrative tasks, including:
First-Line Customer Support
- Act as the first point of contact for customer queries and incidents.
- Respond to support requests professionally and efficiently.
- Provide assistance and guidance where appropriate.
- Ensure all customer interactions are handled courteously and professionally.
Incident Logging and Registration
- Record incidents, service requests, and customer queries accurately.
- Follow established procedures for logging support calls.
- Ensure information provided by customers is complete and accurate.
- Maintain detailed records of all reported issues.
Escalation and Coordination
- Gather relevant information required for problem resolution.
- Escalate incidents to the appropriate support teams or service providers.
- Ensure support requests are directed to the correct departments.
- Coordinate communication between users and technical support personnel.
Monitoring and Follow-Up
- Monitor outstanding service requests.
- Track the progress of unresolved incidents.
- Follow up on escalated calls to ensure timely resolution.
- Ensure service requests remain active until fully resolved.
Customer Communication
- Provide customers with regular updates regarding the status of their support requests.
- Communicate expected timelines where possible.
- Manage customer expectations through clear and professional communication.
- Maintain a positive customer experience throughout the support process.
Administrative Duties
- Maintain accurate support records.
- Assist with reporting and documentation requirements.
- Ensure information entered into systems is accurate and complete.
- Support overall call centre operations and service delivery objectives.
Minimum Requirements
Applicants interested in this opportunity should meet the following minimum requirements:
Educational Requirements
- National Senior Certificate (Grade 12).
Experience Requirements
- Between 1 and 2 years of call centre experience.
- Previous customer service experience will be beneficial.
- Experience working in a support environment is advantageous.
Technical Requirements
- Computer literacy is essential.
- Experience working with systems such as SAP will be advantageous.
- Ability to learn and navigate internal systems effectively.
Skills and Competencies
To succeed in this role, candidates should demonstrate the following abilities:
Communication Skills
Excellent verbal and written communication skills are important for interacting with customers and support teams.
Customer Service Orientation
The ability to assist customers professionally and provide a positive support experience is essential.
Attention to Detail
Accurate call logging and information management are important aspects of the role.
Problem-Solving Skills
Candidates should be able to gather information effectively and assist with identifying solutions or escalation paths.
Organisational Skills
Managing multiple support requests and maintaining accurate records requires strong organisational abilities.
Time Management
The successful candidate should be able to prioritise tasks and ensure customer queries are handled within reasonable timeframes.
Teamwork
Working closely with technical support teams and service providers requires a collaborative approach.
Benefits of Working in a Call Centre Environment
A call centre role provides valuable experience that can support future career growth in customer service, administration, IT support, and operations.
Benefits of gaining experience in this type of position include:
- Development of customer service skills.
- Exposure to IT support processes.
- Experience using business systems and software.
- Improved communication and problem-solving abilities.
- Enhanced administrative and organisational skills.
- Opportunity to work within a structured corporate environment.
- Potential career growth opportunities.
Who Should Apply?
This position may be suitable for:
- Individuals with previous call centre experience.
- Customer service professionals seeking career growth.
- Candidates interested in IT support environments.
- Job seekers looking for permanent employment opportunities.
- Individuals with strong communication and administration skills.
- Candidates who enjoy helping people and solving problems.
Working Environment
The Call Centre Agent will work within a professional corporate setting where customer service and efficient support delivery are priorities.
The role requires regular interaction with customers, internal departments, and technical support teams. Successful candidates should be comfortable working with technology, managing support requests, and communicating with people from different backgrounds.
Career Development Opportunities
Working in a call centre support environment can provide valuable experience for future opportunities in areas such as:
- Customer Service Management
- IT Service Desk Support
- Technical Support Administration
- Business Operations
- Systems Administration
- Client Services
- Help Desk Coordination
- Office Administration
The experience gained through this role can help build a strong foundation for long-term career growth.
Application Process
Interested candidates should ensure they have the following ready before applying:
- Updated Curriculum Vitae (CV).
- Copies of relevant qualifications.
- Supporting documentation where required.
- Accurate contact information.
Applications should be submitted before the advertised closing date.
Important Information
Only shortlisted applicants may be contacted for further assessment or interviews. Meeting the minimum requirements does not automatically guarantee selection.
Applicants should ensure that all information provided during the application process is accurate and up to date.
Final Thoughts
The Call Centre Agent position in Boksburg presents an excellent opportunity for candidates with customer service and call centre experience to build a rewarding career within a professional support environment.
With responsibilities that include customer interaction, incident coordination, administrative support, and service request management, this role offers valuable workplace experience and opportunities for professional development.
If you have strong communication skills, enjoy helping people, and are looking for a permanent opportunity in Gauteng, this position could be an excellent next step in your career journey.