Telkom Assurance Agent – Smollan | Telecommunications Jobs in Century City, Cape Town
Location: Century City, Milnerton, Cape Town, Western Cape
Company: Smollan
Reference Number: SM-6633
Job Type: Permanent
Closing Date: 19 June 2025
About Smollan
Smollan is a global retail solutions company that represents some of the world’s most loved brands. Known for its dedication to innovation, people, and performance, Smollan is actively reshaping the face of retail. Through a commitment to diversity and excellence, Smollan fosters a culture where employees feel supported, challenged, and empowered.
We are hiring a Telkom Assurance Agent for our Century City, Cape Town location to deliver high-quality customer service, manage mobile device repairs and escalations, and uphold Telkom’s industry-leading service standards.
Role Overview
As a Telkom Assurance Agent, you will be the frontline representative responsible for providing assurance, support, and service to Telkom mobile device customers. You’ll manage technical troubleshooting, process repairs, resolve faults, and maintain customer satisfaction by keeping them informed throughout the service journey.
This role is perfect for candidates who are confident in customer interactions, have sound technical troubleshooting abilities, and are passionate about mobile technology.
Key Responsibilities
Customer Service and Engagement
-
Greet customers professionally and assess their needs
-
Provide regular updates and record interaction notes using the Vision system
-
Manage expectations by informing customers of delays and lead times
-
Deliver post-service assessment feedback and follow the approved customer script (Telkom Way)
Technical Fault Management
-
Execute fault diagnosis on smartphones, tablets, laptops, and mobile devices using testing tools
-
Log repair tickets, escalate issues, and communicate the process clearly to clients
-
Monitor repair progress and turnaround times, providing frequent updates
Process Execution and Stock Management
-
Activate customer requests promptly and ensure orders are verified correctly
-
Follow Telkom policies regarding out-of-box failures (OBF), fault escalations, and stock handling
-
Ensure all store equipment and testing devices are functioning optimally for seamless service
Product Knowledge and Compliance
-
Demonstrate in-depth knowledge of mobile operating systems, mobile data, and computer software
-
Understand product warranties, service agreements, and Telkom’s terms of repair
-
Dress professionally and maintain positive body language to reflect the Telkom brand image
Minimum Qualifications and Experience
-
Grade 12 (Matric) is required
-
A+, N+, or MCSE qualifications are strongly recommended
-
1–3 years of experience in a retail or telecommunications customer-facing role
-
Exposure to technical repairs, mobile devices, and troubleshooting systems
Core Technical Skills
-
Understanding of mobile devices, wireless networks, and operating systems
-
Network and computer troubleshooting
-
Familiarity with Telkom processes and product suite is a strong advantage
-
Ability to diagnose hardware and software faults confidently
Key Competencies
-
Exceptional problem-solving and diagnostic capabilities
-
Strong time management and multi-tasking abilities
-
Excellent communication (verbal and written)
-
Professionalism, patience, and a customer-centric attitude
Why Join Smollan?
-
Be part of a globally recognized, people-first organization
-
Work with innovative technologies and cutting-edge products
-
Thrive in a supportive, inclusive, and empowering culture
-
Grow within an environment that rewards innovation and effort
Equal Opportunity Employer
Smollan is an equal opportunity employer committed to employment equity. All suitably qualified individuals are encouraged to apply. If you are not contacted within 30 days of the closing date, kindly consider your application unsuccessful.
How to Apply
Submit your application by 19 June 2025. For more job openings across South Africa, visit our career platform.
Explore More Opportunities
For the latest job listings and career tips, visit Jobs and Career Opportunities South Africa – your trusted portal for high-quality job posts and employment news.
