Customer Service Agent-Fibre

Moladira Skills; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Moladira Skills in South Africa seeks a Customer Service Representative to support fibre customers via chat, email, and occasional calls, ensuring satisfaction. You will diagnose issues, guide users through setup, document interactions in CRM, and collaborate with technical and sales teams to enhance service delivery.

The ideal candidate has 1–2 years in telecom customer support, strong communication, and proficiency with chat/CRM tools.

Qualifications

• 1-2 years of customer service experience, preferably in telecom or fibre
• Experience providing support via chat platforms is essential
• Basic understanding of fibre internet technology and networking advantageous

Responsibilities

• Respond to customer inquiries via chat, email, and occasional phone calls
• Provide technical support and troubleshooting for fibre services and equipment
• Escalate unresolved issues to technical teams or management
• Explain product features, pricing, and promotions to customers
• Maintain accurate records of interactions in CRM systems
• Collaborate with technical and sales teams to meet customer needs

Skills

Communication skills

CRM software proficiency

Problem solving

Multitasking

Resilience under pressure

Education

High school diploma or equivalent

Degree or certification in a relevant field (plus)

Job description

Job Overview

We are seeking a dedicated and personable Customer Service Representative to join our dynamic team in the fibre industry. The ideal candidate will be responsible for providing exceptional support to our customers via chat platforms, email, and occasional phone interactions. This role is crucial in ensuring customer satisfaction, retention, and the overall positive perception of our brand.

Key Responsibilities

Customer Interaction

• Respond promptly to customer inquiries through chat platforms, ensuring a high standard of professionalism and accuracy.
• Provide technical support and troubleshooting for fibre-related services and equipment.
• Escalate unresolved issues to technical teams or higher management as necessary.

Issue Resolution

• Diagnose and resolve connectivity issues, account discrepancies, and other service-related concerns.
• Track and follow up on customer complaints, ensuring a timely resolution.

Knowledge Sharing

• Educate customers about product features, pricing, and promotions.
• Assist customers with setup instructions and user guides for fibre services.

Documentation

• Maintain accurate and detailed records of customer interactions in CRM systems.
• Provide feedback and suggestions for improving customer service processes and tools.

Collaboration

• Work closely with the technical and sales teams to ensure customer needs are met.
• Share customer feedback with relevant departments to improve service delivery.

Qualifications and Experience

Education

• High school diploma or equivalent. A degree or certification in a relevant field is a plus.

Experience

• Minimum 1-2 years of experience in customer service, preferably in the telecommunications or fibre industry.
• Experience providing customer support via chat platforms is essential.
• Basic understanding of fibre internet technology and networking concepts is advantageous.

Skills

• Excellent written and verbal communication skills.
• Proficient in using chat and CRM software.
• Strong problem-solving and multitasking abilities.
• Ability to work under pressure and maintain a positive attitude.