Customer Service Representative - Technical Support (Telecoms)

Placements24; Upington; Hybrid; ZAR 134,000 - 201,000; Full time

Benefits offered by this job

Competitive starting salary

Performance-based incentives

Comprehensive health insurance

Retirement savings plan

Paid training and skill development

Career advancement opportunities

Supportive team environment

Job summary

Placements24 seeks a customer service representative with technical aptitude to support telecom services in Upington and surrounding areas. You will handle inquiries via phone, email, and chat, provide initial troubleshooting, and guide customers through resolutions.

The role emphasizes strong communication, empathy, and the ability to educate customers on features, plans, and troubleshooting best practices. Hybrid/remote teamwork is supported.

Qualifications

• High school diploma or equivalent.
• 1–2 years in customer service or technical support.
• Basic understanding of internet connectivity, home networking, and mobile devices.
• Excellent verbal and written communication skills.
• Ability to work in hybrid or remote team setting.

Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding technical issues with telecommunication services.
• Provide first-level technical support and troubleshooting for internet, voice, and mobile services.
• Guide customers through step-by-step solutions to resolve common technical problems.
• Escalate complex technical issues to Tier 2 support or relevant departments when necessary.
• Educate customers on product features, service functionalities, and troubleshooting best practices.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Identify trends in customer issues and provide feedback to improve services and documentation.
• Ensure a high level of customer satisfaction through efficient and effective problem-solving.
• Adhere to company policies and procedures regarding customer service and data privacy.
• Proactively assist customers in understanding their billing and service plans.

Skills

Customer service

Technical support

Active listening

Communication skills

Empathy

CRM systems

Education

High school diploma

Tools

CRM systems

Job description

About the Role

Our client is looking for an enthusiastic and technically inclined Customer Service Representative to join their support team, serving customers in the Upington, Northern Cape and surrounding areas. In this role, you will be the first point of contact for customers experiencing issues with their telecommunication services, including internet, voice, and mobile. You will provide first-level technical support, troubleshoot common problems, and guide customers through resolution steps. The ideal candidate is patient, empathetic, and possesses excellent communication skills, with a passion for helping customers resolve their technical challenges. This role is vital for ensuring customer satisfaction and retention.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding technical issues with telecommunication services.
• Provide first-level technical support and troubleshooting for internet, voice, and mobile services.
• Guide customers through step-by-step solutions to resolve common technical problems.
• Escalate complex technical issues to Tier 2 support or relevant departments when necessary.
• Educate customers on product features, service functionalities, and troubleshooting best practices.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Identify trends in customer issues and provide feedback to improve services and documentation.
• Ensure a high level of customer satisfaction through efficient and effective problem-solving.
• Adhere to company policies and procedures regarding customer service and data privacy.
• Proactively assist customers in understanding their billing and service plans.

Requirements

• High school diploma or equivalent.
• Minimum of 1-2 years of experience in a customer service or technical support role, preferably in the telecommunications industry.
• Basic understanding of internet connectivity, home networking (routers, Wi-Fi), and mobile devices.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience and empathy when dealing with customers.
• Ability to learn new technologies and troubleshooting procedures quickly.
• Proficiency in using computers and common software applications.
• Experience with CRM systems is an advantage.
• Must be able to work effectively within a hybrid or remote team setting.
• Familiarity with the Upington, Northern Cape area is beneficial.

Benefits

• Competitive starting salary.
• Performance-based incentives and bonuses.
• Comprehensive health insurance benefits.
• Retirement savings plan.
• Paid training and opportunities for skill development.
• Potential for career advancement within the customer support department.
• A supportive and collaborative work environment.