Customer Service Agent - JHB

Frogfoot Networks (Pty) Ltd; Gauteng; On-site; ZAR 134,000 - 190,000; Full time

Job summary

Frogfoot Networks (Pty) Ltd is seeking a Customer Service Agent to join the Customer Experience Team in Gauteng, South Africa. You will handle inquiries across phone, email, chat and voice, resolving issues with empathy and ownership.

The role requires a Grade 12, strong communication, and the ability to learn quickly. Certification in customer service or related tech would be advantageous while supporting Frogfoot products and services.

Qualifications

• Grade 12/Matric qualification required.
• Ability to quickly learn and explain Frogfoot products and processes.
• Strong understanding of customer service principles and best practices.
• Multi-channel communication skills across phone, email and chat.
• Professional handling of customer concerns while maintaining a positive attitude.
• Commitment to delivering excellent customer experiences and meeting service targets.

Responsibilities

• Deliver exceptional customer service across phone, email, chat, and voice channels.
• Respond to customer enquiries promptly, professionally and with empathy.
• Investigate, resolve, and follow up on customer complaints and service queries.
• Provide customers with accurate information about Frogfoot products, services and solutions.
• Take ownership of issues from start to finish.
• Build trust and long-term relationships through positive experiences.
• Maintain accurate records of customer interactions and resolutions.
• Collaborate with internal teams to address customer concerns efficiently.
• Identify opportunities to improve satisfaction and provide process feedback.
• Remain calm, patient and professional when handling challenging interactions.

Skills

Communication skills

Active listening

Problem solving

Calm under pressure

Attention to detail

Adaptability

Time management

Organization

Education

Grade 12 / Matric

Job description

Frogfoot is in search of a Customer Service Agent to join the Customer Experience Team.

Join the Frogfoot Pond!

At Frogfoot, we believe every customer interaction is an opportunity to create a positive experience. We're looking for a customer-focused, solution-driven individual who is passionate about helping people and making a difference with every conversation.

Purpose of the Role

This role is perfect for someone who enjoys helping people, solving problems, and delivering exceptional customer experiences. As a Customer Service Agent, you'll be the first point of contact for our customers, providing support, guidance, and solutions across multiple communication channels. Your ability to listen, empathise, and take ownership of customer queries will play a key role in building customer loyalty and strengthening the Frogfoot brand.

Key Responsibilities

As a Customer Service Agent, you will:

• Deliver exceptional customer service across phone, email, chat, and voice channels.
• Respond to customer enquiries professionally, promptly, and with empathy.
• Investigate, resolve, and follow up on customer complaints and service-related queries.
• Provide customers with accurate information about Frogfoot products, services, and solutions.
• Take ownership of customer issues and ensure they are resolved from start to finish.
• Build trust and long‑term relationships by creating positive customer experiences.
• Maintain accurate records of customer interactions and resolutions.
• Collaborate with internal teams to ensure customer concerns are addressed efficiently.
• Identify opportunities to improve customer satisfaction and provide feedback on service processes.
• Remain calm, patient, and professional when managing challenging customer interactions.

What You'll Need to Know

To be successful in this role, you'll need:

• A Grade 12 / Matric qualification.
• The ability to quickly learn and confidently explain products, services, and processes.
• An understanding of customer service principles and best practices.
• Strong communication skills across multiple channels, including phone, email, and chat.
• The ability to manage customer concerns professionally while maintaining a positive attitude.
• A commitment to delivering excellent customer experiences and achieving service targets.

Advantageous Qualifications:

• Customer Service or Contact Centre Certification.
• Technical or telecommunications-related certifications or short courses, such as:
  • CompTIA A+
  • CompTIA N+
  • Networking Fundamentals
  • Fibre or ISP-related training

Experience That Will Set You Apart

We're especially interested in candidates who have:

• 1–2 years of customer service experience within a call centre, ISP, telecommunications, helpdesk, or technical support environment.
• Experience supporting customers across multiple communication channels.
• A track record of resolving customer complaints and managing escalations effectively.
• Experience working within customer service performance metrics such as CSAT, FCR, or service‑level targets.
• Experience accurately documenting customer interactions and following structured workflows.

Skills That Will Help You Succeed

• Excellent verbal and written communication skills.
• Active listening and strong interpersonal skills.
• A solution‑focused approach to problem solving.
• The ability to remain calm under pressure and navigate difficult conversations confidently.
• Strong attention to detail and accurate record‑keeping skills.
• Adaptability and a willingness to learn in a fast‑paced environment.
• Positive language and persuasive communication skills that help build customer trust.
• Time management and organisational skills that enable you to manage multiple priorities effectively.

Qualities We Value at Frogfoot

At Frogfoot, we look for people who:

• Put customers at the heart of everything they do.
• Demonstrate empathy, professionalism, and respect in every interaction.
• Take ownership and accountability for their work.
• Are proactive problem‑solvers who focus on solutions rather than obstacles.
• Communicate clearly, confidently, and authentically.
• Show resilience and composure during challenging situations.
• Act with integrity and uphold high ethical standards.
• Embrace change and thrive in a dynamic, evolving environment.
• Work collaboratively and contribute positively to the success of the team.

Ready to Make an Impact?

If you're passionate about delivering exceptional customer experiences and want to be part of a team that values people, innovation, and service excellence, we'd love to hear from you.

Join the Frogfoot Pond and help us create remarkable customer experiences, one interaction at a time.