Customer Service Representative - Technical

Placements24; Polokwane; On-site; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Comprehensive training on products

Career advancement

Medical aid and retirement benefits

Employee discounts

Clear shift patterns

Job summary

Placements24 in Polokwane, Limpopo is hiring a Customer Service Representative with a technical aptitude for on-site support. You will be the first contact for customers, diagnose common issues, and guide them through troubleshooting steps while documenting interactions in the CRM system.

The role requires strong communication, patience, and the ability to explain technical details clearly. Training is provided, with opportunities for advancement within the customer service department.

Qualifications

• Minimum high school diploma or equivalent.
• Previous customer service or technical support experience preferred.
• Ability to explain technical concepts clearly to non-technical customers.
• Basic understanding of telecommunications services (internet, mobile, landline).
• Proficiency with CRM software and ticketing systems.

Responsibilities

• Respond to customer inquiries regarding technical issues via phone and email.
• Troubleshoot common technical problems related to internet, mobile, and landline services.
• Guide customers through basic troubleshooting steps and self-help solutions.
• Accurately document customer interactions, issues, and resolutions in the CRM system.
• Escalate unresolved technical issues to specialized support teams or technicians.
• Educate customers on product features and service offerings.
• Maintain a high level of customer satisfaction through effective problem-solving and clear communication.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Provide feedback to management on recurring customer issues and potential service improvements.
• Stay updated on product knowledge and technical changes within the company.

Skills

Customer service

Technical support

Communication skills

CRM software

Ticketing systems

Problem-solving

Active listening

Education

High school diploma or equivalent

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client, a leading telecommunications provider, is looking for an enthusiastic Customer Service Representative with a technical aptitude to join their team in Polokwane, Limpopo. In this role, you will be the first point of contact for customers experiencing technical issues with their services, providing guidance and solutions to ensure their satisfaction. You will handle inquiries via phone and email, diagnosing common problems and escalating complex cases when necessary. The ideal candidate is patient, possesses excellent communication skills, and has a knack for explaining technical information clearly. This is an on-site position, offering the chance to work within a supportive team environment in Polokwane. Join a company committed to delivering reliable services and exceptional customer support.

Key Responsibilities

• Respond to customer inquiries regarding technical issues via phone and email.
• Troubleshoot common technical problems related to internet, mobile, and landline services.
• Guide customers through basic troubleshooting steps and self-help solutions.
• Accurately document customer interactions, issues, and resolutions in the CRM system.
• Escalate unresolved technical issues to specialized support teams or technicians.
• Educate customers on product features and service offerings.
• Maintain a high level of customer satisfaction through effective problem-solving and clear communication.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Provide feedback to management on recurring customer issues and potential service improvements.
• Stay updated on product knowledge and technical changes within the company.

Requirements

• Previous experience in a customer service or technical support role is required.
• Strong verbal and written communication skills.
• Ability to explain technical concepts in an easy-to-understand manner.
• Basic understanding of telecommunications services (internet, mobile, landline).
• Proficiency in using CRM software and ticketing systems.
• Excellent problem-solving and active listening skills.
• Ability to remain calm and professional under pressure.
• Strong attention to detail and accuracy in documentation.
• High school diploma or equivalent.
• Willingness to work on-site in Polokwane, Limpopo.

Benefits

• Competitive annual salary of ZAR.
• Performance-based incentives and bonuses.
• Comprehensive training on products and technical support procedures.
• Opportunities for career advancement within the customer service department.
• A supportive team environment in Polokwane, Limpopo.
• Contribution to medical aid and retirement benefits.
• Employee discounts on telecommunication services.
• Clear shift patterns and scheduled working hours.