Customer Service Agent

DSL Telecom; Somerset West; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A prominent telecommunications company located in Somerset West is seeking a Customer Service Agent to ensure excellent customer satisfaction by solving inquiries and issues efficiently. The ideal candidate will have 1-3 years of customer support experience, be tech-savvy, and possess strong interpersonal skills. This role involves managing inbound and outbound calls, identifying customer needs, and providing suitable solutions. Full-time presence in the office is required with occasional remote work available.

Benefits

Medical Aid Contribution

Qualifications

• 1-3 years proven customer support experience.
• Ability to adapt/respond to different types of characters.
• Ability to prioritize and manage time effectively.

Responsibilities

• Provide first level contact and support for administrative and technical assistance.
• Manage large amounts of inbound and outbound calls efficiently.
• Identify customers’ needs and provide appropriate solutions.

Skills

Customer orientation

Multi-tasking

Tech-savvy

Proficiency in English

Education

Matric certificate

Job description

We are looking for a Customer Service Agent, who will provide excellent customer service by effectively solving customer issues, complaints and inquiries with accuracy and efficiency to maintain high customer satisfaction.

You need to be genuinely excited to help customers. You must be patient, empathetic, and have great interpersonal skills. An ideal candidate can gather information and communicate at a high level.

If you’re naturally a helper, enjoy assisting people with issues and can explain technical details simply, we’d like to meet you.

DSL Telecom is a Sales & Marketing company that specialises in high demand technology products including Internet, Voice and Cloud Services. We are the largest Vox business partner in SA, the largest post-paid Telkom dealer in the country and the first and largest Zoho partner in Sub-Saharan Africa. DSL Telecom has won numerous awards for our achievements and our positioning in relevant high growth industries means the possibilities are endless for DSL Telecom and the right candidate.

Responsibilities

• Provide first level contact and support for customers looking for administrative and technical assistance and convey resolutions to customer issues
• Managing large amounts of inbound and outbound calls in a timely manner
• Identify customers’ needs, clarify information, research and provide solutions and/or alternatives
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Properly escalate unresolved queries to the next level of support
• Build customer relationships through open and interactive communication
• Keep records of customer interactions
• Collaborate with team members to improve overall team performance
• Follow communication procedures, guidelines and policies
• Willingly improve knowledge and performance level

Requirements

• 1-3 years proven customer support experience
• Proficiency in English
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Tech-savvy
• Matric certificate

Bonus

We are open to local candidates only! You\'ll need to be in DSL Telecom’s office in Somerset West on a regular basis with ability to work remote when required.

Benefits

• Medical Aid Contribution