Do you enjoy helping people, solving problems, and working with computers? If so, becoming a Customer Service Agent could be your perfect career — and the best part is, you don’t need a university degree. You can train for this role through a fully funded SETA programme in South Africa.
In this guide, we’ll walk you through how to become a Customer Service Agent through SETA, covering the requirements, qualifications, where to apply, and the career growth options available in 2025.
What Does a Customer Service Agent Do?
Customer Service Agents (also called Contact Centre Agents or Call Centre Agents) help customers by answering questions, solving problems, processing requests, and providing product or service information.
Typical duties include:
- Answering phone calls and responding to emails or chats
- Assisting with billing or account queries
- Logging complaints and service requests
- Updating customer information
- Providing product knowledge and support
- Following up with clients or internal departments
Customer Service Agents work in call centres, corporate offices, retail customer desks, or remote support teams.
Why Choose SETA to Become a Customer Service Agent?
SETA (Sector Education and Training Authority) programmes are government-funded and aim to upskill South Africans with job-ready skills in high-demand fields — like customer service.
Benefits of SETA training:
- Fully funded – no tuition fees
- Monthly stipend during training (R2,000–R3,500)
- Nationally recognised qualification
- Real work experience with a host company
- Improved chances of employment
The Services SETA is the primary authority responsible for customer service and call centre skills development.
Step-by-Step: How to Become a Customer Service Agent Through SETA
Step 1: Meet the Minimum Requirements
To qualify for a Services SETA-funded programme, you need:
- South African citizenship
- Age between 18 and 35 years
- Minimum Grade 10 (though most require Grade 12)
- Basic English communication skills
- Unemployed and not currently studying full-time
- Computer literacy or willingness to learn
Some programmes also prioritise TVET graduates, youth with disabilities, and unemployed matriculants.
Step 2: Apply for a Learnership or Skills Programme
To become a Customer Service Agent, look for one of the following SETA programmes:
National Certificate: Contact Centre Support – NQF Level 2 or 3
- Duration: 12 months
- Includes theory + workplace training
- Modules: Customer interaction, telephone etiquette, conflict resolution, data capturing, sales support
Customer Service Skills Programme (shorter option)
- Duration: 3–6 months
- Suitable for beginners or upskilling
- Focuses on key communication and service skills
These programmes are often offered via Services SETA or MICT SETA (for tech-enabled support roles).
Step 3: Where to Find SETA-Funded Opportunities
You can apply through the following platforms:
1. SAYouth.mobi
- Search for “customer service learnership” or “contact centre internship”
- Free to use and supported by government
2. PNet, Indeed, LinkedIn
- Search for:
- “Customer Service Learnership 2025”
- “SETA Contact Centre Internship”
- “Services SETA training opportunity”
3. Accredited Training Providers
- Colleges that offer SETA programmes, like:
- iCOLLEGE
- Richfield
- Boston
- MSC Business College
Ensure the provider is registered with Services SETA.
4. Employers or Corporates
Big companies often host SETA-funded call centre internships:
- Telkom
- MTN
- Discovery
- Capitec
- Municipal call centres
Step 4: Prepare Your Application
You’ll typically need:
- Certified South African ID
- Certified matric certificate or academic results
- Updated CV
- Proof of residence
- Motivation letter (optional but helpful)
Apply before the closing date and follow all instructions carefully.
Step 5: Complete the Programme
If accepted, you’ll:
- Sign a learnership or internship agreement
- Attend classroom training (2–3 days/week or block sessions)
- Gain real experience in a contact centre
- Get assessed on practical skills and theory
- Receive a monthly stipend (usually R2,000–R3,500)
After 6–12 months, you’ll receive a nationally recognised SETA certificate.
What Career Paths Are Available After Training?
Once qualified, you can apply for entry-level jobs such as:
- Customer Service Agent
- Call Centre Agent
- Client Services Consultant
- Helpdesk Support Assistant
- Inbound/Outbound Sales Agent
- Data Capturer
- Online Support Agent (Live Chat)
These roles exist in various industries:
- Telecommunications (Telkom, MTN, Vodacom)
- Banking (Capitec, FNB, Standard Bank)
- Retail (Clicks, Mr Price, Woolworths)
- Government call centres
- Medical aid and insurance providers
With experience, you can move up to Team Leader, Trainer, or Customer Service Manager roles.
Can You Study Further After Your SETA Training?
Absolutely. Once you’ve completed a SETA qualification in customer service, you can:
- Enrol in higher NQF levels (4–5) in Business Admin, Office Management, or Sales
- Pursue Project Management or HR Admin learnerships
- Apply for public service internships
- Use the qualification as a pathway to a TVET diploma or college business programme
Some SETAs also fund bursaries and higher-level training for top-performing learners.
Tips to Succeed as a Customer Service Agent
- Speak clearly and listen actively
- Always stay calm under pressure
- Practice good telephone and email etiquette
- Learn basic CRM software tools
- Be punctual, polite, and customer-focused
- Keep improving your communication and problem-solving skills
Final Thoughts
Becoming a Customer Service Agent through SETA is one of the most accessible and rewarding paths into the workforce in South Africa. You gain real job experience, earn a stipend, and receive an accredited certificate — all without needing university fees or prior experience.
If you’re friendly, professional, and ready to work, a SETA-funded customer service programme could be your perfect career starter in 2025.