Customer Care Advisor

Placements24; Sandton; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Flexible hybrid work arrangement

Training and career development

Performance bonuses

Competitive salary

Job summary

Placements24 is seeking a Customer Care Advisor to join its hybrid team in Sandton, Gauteng. You will be the first point of contact, handling inquiries, resolving issues, and guiding customers through telecom services with professionalism and empathy.

The role offers a blend of in-office collaboration and remote work, with a focus on delivering exceptional service, accurate information, and proactive problem solving to ensure customer satisfaction.

Qualifications

• Experience in customer service or call center operations, preferably in telecommunications.
• Excellent verbal and written communication skills in English.
• Proficiency with CRM software and other support tools.
• Ability to multitask and thrive in a fast-paced environment.

Responsibilities

• Handle inbound customer calls, emails, and social inquiries regarding services, billing, and technical support.
• Troubleshoot and resolve issues related to network connectivity and account management.
• Provide clear information on product offerings, plans, and promotions.
• Process service requests, upgrades, downgrades, and cancellations.
• Document interactions and resolutions in the CRM system.
• Escalate unresolved issues to higher support tiers or relevant departments.
• Educate customers on service usage and self-service options.
• Maintain high customer satisfaction by delivering outstanding service.
• Adhere to policies and data privacy requirements.
• Identify opportunities to enhance customer loyalty and satisfaction.

Skills

Active listening

Strong communication

CRM software

Problem solving

Education

High school diploma

Tools

Support tools

Job description

About the Role

Our client, a prominent telecommunications provider, is seeking a dedicated Customer Care Advisor to join their hybrid team in **Sandton, Gauteng**. This role is crucial for delivering exceptional customer service and resolving a wide range of customer inquiries and issues related to telecommunication services. You will be the first point of contact for customers, ensuring their needs are met with professionalism and efficiency. The ideal candidate is an excellent communicator, empathetic, and skilled at problem-solving. This hybrid position allows for a blend of office-based collaboration and remote flexibility, supporting a dynamic work-life balance.

Key Responsibilities

• Handle inbound customer calls, emails, and social media inquiries regarding services, billing, and technical support.


• Troubleshoot and resolve customer issues related to network connectivity, service disruptions, and account management.


• Provide clear and accurate information on product offerings, plans, and promotions.


• Process service requests, upgrades, downgrades, and cancellations efficiently.


• Document customer interactions, issues, and resolutions in the CRM system.


• Escalate unresolved issues to higher support tiers or relevant departments.


• Educate customers on service usage and available self-service options.


• Maintain a high level of customer satisfaction by delivering outstanding service.


• Adhere to company policies and procedures, ensuring data privacy and security.


• Identify opportunities to enhance customer loyalty and satisfaction.

Requirements

• Previous experience in customer service or call center operations, preferably in the telecommunications industry.


• Excellent verbal and written communication skills in English.


• Strong active listening and interpersonal skills.


• Proficiency in using CRM software and other support tools.


• Ability to multitask and manage time effectively in a fast-paced environment.


• Comfortable working both in the **Sandton, Gauteng** office and remotely according to the hybrid schedule.


• High school diploma or equivalent.


• A patient, empathetic, and customer-centric approach.


• Basic technical aptitude for troubleshooting common telecommunication issues.

Benefits

• Competitive annual salary.


• Flexible hybrid work arrangement.


• Opportunities for training and career development within the telecommunications sector.


• Work with a leading company known for its innovation in communication services.


• Supportive and collaborative team environment.


• Employee benefits package, including potential for performance bonuses.


• Contribute to ensuring customers stay connected.


• Be part of a company that values customer experience and employee growth.