Customer Care Representative - Solutions Expert

Placements24; Upington; Hybride; ZAR 83 000 - 138 000; Plein temps

Résumé du poste

Placements24 is partnering with a telecommunications provider to hire a Customer Care Representative for a fully remote support team in South Africa. You will be the primary contact for inquiries about services, billing, technical issues, and account management, aiming to deliver excellent customer experiences.

The role requires strong communication in English, empathy, and the ability to troubleshoot common issues. A quiet home office and reliable high-speed internet are essential for success.

Qualifications

• High school diploma or equivalent is required.
• Experience in customer service or call centers preferred.
• Excellent verbal and written communication in English.
• Ability to stay calm under pressure and solve problems.

Responsabilités

• Handle inbound customer calls, emails, and chat.
• Provide information on products, services, plans, promotions.
• Troubleshoot basic telecom issues.
• Assist with billing inquiries and account changes.
• Document interactions in the CRM system.
• Escalate complex issues when needed.
• Maintain knowledge of products and policies.

Connaissances

Customer service

Active listening

Problem-solving

English proficiency

Communication skills

Formation

High school diploma

Outils

CRM software

Computer literacy

Communication platforms

Description du poste

About the Role

Our client, a dynamic telecommunications provider, is searching for a dedicated and empathetic Customer Care Representative to join their fully remote support team. In this crucial role, you will be the primary point of contact for customers, addressing inquiries related to services, billing, technical issues, and account management. You will play a key part in ensuring customer satisfaction and retention by providing accurate information and effective solutions. This position is entirely remote, allowing you to work from any location within South Africa , provided you have a stable internet connection and a suitable workspace. We value our employees and offer comprehensive training and ongoing support. If you are a strong communicator with a passion for helping people and a desire to build a career in customer service, this role is an excellent fit. Our client is committed to fostering an inclusive and supportive remote work culture.

Key Responsibilities

Handle inbound customer calls, emails, and chat messages regarding service inquiries and issues. Provide information on telecommunications products, services, plans, and promotions. Troubleshoot basic technical issues related to internet, mobile, and voice services. Assist customers with account management tasks, including billing inquiries and plan changes. Resolve customer complaints efficiently and professionally, aiming for first-call resolution. Accurately document all customer interactions and resolutions in the CRM system. Identify customer needs and recommend appropriate solutions or upgrades. Escalate complex technical or billing issues to specialized departments when necessary. Maintain up-to-date knowledge of company products, services, and policies. Contribute to a positive team environment and support colleagues.

Requirements

High school diploma or equivalent qualification. Previous experience in customer service, call center, or a related field is preferred. Exceptional verbal and written communication skills in English . Strong active listening and problem-solving abilities. Proficiency in using computers, CRM software, and communication platforms. Ability to remain calm and professional under pressure. Empathetic and patient demeanor with a customer-centric attitude. Must possess a reliable high-speed internet connection and a dedicated, quiet home office environment. Must be legally eligible to work in South Africa . Flexibility to work various shifts, including evenings and weekends, as needed.

Benefits

Competitive hourly wage and potential for performance bonuses. Fully remote work environment. Comprehensive paid training program. Health insurance and wellness benefits. Opportunities for career advancement within the company. Employee discounts on telecommunication services. Supportive remote team and management. Paid time off and holidays. Regular coaching and performance feedback. Virtual team social events.