CALL CENTRE AGENTS – TECHNICAL – Paratus Telecommunications

Most employers require a Grade 12 certificate with passes in English and Mathematics. A diploma or certificate in IT, telecommunications, or customer service is advantageous but not always mandatory. Technical certifications like CompTIA A+ or vendor-specific credentials can strengthen your application.

You will handle inbound calls from customers experiencing technical issues with internet, voice, or data services. Responsibilities include troubleshooting connectivity problems, logging faults, escalating complex issues to field technicians, and documenting all interactions accurately. You may also process service changes and educate customers on product features.

Namibian call centres typically operate on rotating shifts including weekends and public holidays to ensure 24/7 coverage. Punctuality and reliability are highly valued, with strict adherence to attendance policies. The culture emphasizes teamwork, performance metrics like call resolution times, and maintaining professional customer interactions despite high call volumes.

With experience, you can advance to senior technical agent, team leader, or quality assurance specialist roles. Some agents transition into network operations, field technician positions, or specialized support areas like enterprise solutions. Further studies in telecommunications or management can open doors to supervisory or project coordination roles within the company.

Benefits typically include annual leave as prescribed by Namibian labour law, plus sick leave and family responsibility leave. Many established employers offer medical aid contributions, pension or provident fund schemes, and performance bonuses. Some companies provide shift allowances, transport assistance, and staff discounts on telecommunications products.

Apply through company career portals, local job boards like My Namibia or Careers24, or by submitting CVs directly to HR departments. Employers prioritize clear communication skills in English and Afrikaans, basic technical aptitude, and demonstrated customer service experience. Highlight any troubleshooting experience, computer literacy, and your ability to remain calm under pressure during interviews.