Customer Service Agent - Rotational Shifts

Customer Service Agent - Rotational Shifts (Including 12-Hour Night Shifts)

SIM2Serve (travSIM) · Johannesburg, South Africa (On site)

 

Customer Service Agent - Rotational Shifts (Including 12-Hour Night Shifts)

This is a full time, office based role in Rosebank, Johannesburg. You must have excellent English and your own reliable transport.

Location: Rosebank, Johannesburg (On site)

Employment Type: Full time

Shift Pattern: Rotational shifts across our 24/7 operation, including day shifts and 12-hour night shifts. Weekends and public holidays are worked on a rotating roster, with rostered days off

Shifts: Rotational, including 12-hour night shifts. Exact shift times to be confirmed

Example shift times (current examples only — not permanent and subject to change): 07:00–16:00 · 09:30–18:30 · 18:00–06:00 · 19:30–07:30

Current vacancy: the 09:30–18:30 shift

Start Date: ASAP

Applications Close: Saturday, 15 August 2026 at 16:00 (we may close earlier once the role is filled)

Department: Customer Service

 

About Us

SIM2Serve (travSIM) provides reliable SIM and eSIM solutions that keep travellers connected worldwide. We are focused on fast, accurate, professional customer support, and we are looking for a detail focused Customer Service Agent who can deliver excellent service, maintain accurate records, and work confidently in a structured, rotational shift environment.

 

Read Before Applying

Do Not Apply If:

• You are not able to work from our Rosebank office in Johannesburg, full time, on site.

• You are not willing to work rotational shifts, including day shifts and 12-hour night shifts, with exact shift times to be confirmed.

• You are not prepared to work weekends and public holidays as part of a rotational shift schedule.

• You do not have your own reliable transport to commute to and from Rosebank for odd hours.

• Your English is not excellent, written and verbal, and you are not comfortable doing an English proficiency assessment.

• You are not confident using multiple systems and doing accurate admin and data capturing work.

 

The Role

The Customer Service Agent plays a key role in delivering outstanding customer service by managing enquiries, processing orders, supporting SIM and eSIM activations, and maintaining accurate data records. This role requires excellent English, high accuracy, and strong customer handling skills across multiple channels.

 

Core Responsibilities

Customer Interaction and Support

• Maintain a positive, empathetic, professional attitude at all times

• Respond promptly to customer enquiries via phone, email, chat, and other channels

• Acknowledge and resolve customer complaints professionally and within agreed timelines

• Handle queries accurately, aiming for high customer satisfaction and first contact resolution

 

Product Knowledge

• Develop and maintain strong knowledge of SIM2Serve (travSIM) products and services, including SIM, eSIM, and related telecom offerings

• Use product knowledge to guide customers confidently and resolve issues correctly

 

Order Processing and Activations

• Process customer orders, applications, forms, SIM and eSIM activations, and related requests accurately and efficiently

• Complete activations within the SLAs set by SIM2Serve (travSIM)

• Prepare SIM cards and related products for distribution when required

 

Data Management and Administration

• Maintain accurate records of customer interactions, transactions, complaints, and requests

• Perform data entry and basic data checks with strong attention to detail

• Update records such as order details, stock levels, and activation information to ensure ongoing accuracy

 

Teamwork and Communication

• Work closely with colleagues and internal departments to resolve customer and operational issues efficiently

• Provide constructive feedback to management on process improvement opportunities

• Contribute to internal initiatives that improve service quality and operational efficiency

 

Key Performance Areas

• Timeliness of customer response and issue resolution

• First contact resolution rate

• Accuracy in order processing, activations, and data handling

• SLA compliance

• Contribution to team objectives and service improvement efforts

Required Skills and Experience

• Excellent English communication skills, written and verbal, this will be assessed

• Customer service experience is beneficial

• High attention to detail and strong accuracy in admin and data work

• Solid computer literacy and confidence using multiple systems

• Ability to multitask, prioritise, and manage time effectively

• Must have own reliable transport to commute to and from Rosebank during odd hours

• Must be prepared to work rotational shifts, including 12-hour night shifts, as well as weekends and public holidays, with exact shift times to be confirmed

 

Why Join Us

• Stable, full time role in a growing travel connectivity business

• Training provided on products, activations, and internal systems

• Structured environment with clear performance standards and support