Telecoms Customer Support Specialist

Placements24; Queenstown (MD); On-site; USD 11,000 - 18,000; Full time

Benefits offered by this job

Salary incentives

Medical & dental benefits

Career growth opportunities

Employee discounts on company services

Supportive team environment in Queenst

Job summary

Placements24 is seeking a Telecoms Customer Support Specialist to join a customer-centric team in Queenstown, Eastern Cape. You will handle inquiries, troubleshoot telecom services, educate customers on plans, and guide them through processes, maintaining high satisfaction and loyalty.

The role emphasizes customer service excellence, accurate record-keeping, and collaboration with technical and billing teams to resolve issues and improve service delivery.

Qualifications

• High school diploma or equivalent; additional customer service training is a plus.
• Experience in a customer support or call center environment, preferably in telecommunications.
• Strong communication and active listening skills.
• Proficiency with CRM software and ticketing systems.
• Ability to stay calm and patient with frustrated customers.
• Basic technical aptitude for telecom services.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely, professional manner.
• Troubleshoot and resolve technical issues related to internet, mobile, and voice services.
• Educate customers on product features, service plans, and billing inquiries.
• Process activations, disconnections, and plan changes.
• Escalate complex issues to appropriate teams and ensure follow-through.
• Maintain accurate customer records and document interactions in the CRM system.

Skills

Customer service

Active listening

Excellent communication

CRM proficiency

Education

High school diploma

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking a dedicated and empathetic Telecoms Customer Support Specialist to join their client-centric team in Queenstown, Eastern Cape . This role is crucial for ensuring customer satisfaction by providing exceptional support for a wide range of telecommunications services and products. You will be the primary point of contact for customers, addressing inquiries, resolving technical issues, and guiding them through service offerings. This position offers the chance to be a key player in maintaining customer loyalty and enhancing the company's reputation for outstanding service delivery.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to internet, mobile, and voice services.
• Educate customers on product features, service plans, and billing inquiries.
• Process service requests, including new activations, disconnections, and plan changes.
• Escalate complex issues to appropriate technical support or billing departments, ensuring follow-through.
• Maintain accurate customer records and document all interactions and resolutions in the CRM system.

Requirements

• High school diploma or equivalent; further education or customer service training is a plus.
• Proven experience in a customer support or call center environment, preferably within the telecommunications industry.
• Excellent communication and active listening skills.
• Proficiency in using CRM software and ticketing systems.
• Ability to remain calm and patient when dealing with frustrated customers.
• Basic technical aptitude for understanding telecommunications services and equipment.

Benefits

• Competitive salary and performance incentives.
• Comprehensive medical and dental benefits.
• Opportunities for career growth within customer service and technical support roles.
• Access to employee discounts on company services.
• A supportive and collaborative team environment in Queenstown .