Customer Service Representative - Telecom Support

Placements24; Upington; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Training provided

Career progression

Job summary

Placements24 is seeking a Customer Service Representative for a hybrid role based in or near Upington, Northern Cape. You will handle inquiries by phone, email, and chat, provide basic troubleshooting for telecom services, and assist with billing and account management.

You will document interactions in the CRM, strive for high customer satisfaction and first-call resolution, and follow data privacy guidelines.

Qualifications

• High school diploma or equivalent.
• Experience in customer service or call center, preferably telecom.
• Excellent verbal and written communication.
• Proficiency with CRM software and ticketing systems.
• Ability to work independently and in hybrid team.

Responsibilities

• Respond to inquiries via phone, email, and chat promptly.
• Provide technical support for telecom services (internet, mobile, TV).
• Assist with billing, service changes, and account management.
• Troubleshoot issues and escalate when needed.
• Educate customers on features and updates.
• Maintain CRM records of interactions.
• Aim for high customer satisfaction and first-call resolution.
• Adhere to data privacy and company policies.
• Identify upsell/cross-sell opportunities where appropriate.

Skills

Customer service

Communication

Problem solving

Active listening

Multichannel support

Education

High School Diploma

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client, a prominent telecommunications service provider, is seeking an empathetic and customer-focused Customer Service Representative to join their support team. This hybrid role will be based in or near Upington, Northern Cape , and involves assisting customers with inquiries, troubleshooting service issues, and providing information about our client's offerings. You will be a key point of contact, responsible for delivering exceptional customer experiences and resolving issues efficiently. The ideal candidate will possess excellent communication skills, a patient demeanor, and a genuine desire to help customers navigate their telecommunications needs. This role is vital in maintaining customer satisfaction and loyalty.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a prompt and professional manner.
• Provide technical support for common issues related to internet, mobile, and television services.
• Assist customers with billing inquiries, service changes, and account management.
• Troubleshoot and diagnose service problems, escalating complex issues to specialized teams when necessary.
• Educate customers on service features, product updates, and available support resources.
• Maintain accurate customer records and document all interactions in the CRM system.
• Strive to achieve customer satisfaction targets and first-call resolution rates.
• Adhere to company policies and procedures for customer service and data privacy.
• Identify opportunities to upsell or cross-sell relevant services where appropriate.

Requirements

• High school diploma or equivalent required; further education or certifications are a plus.
• Proven experience in a customer service or call center environment, preferably within the telecommunications industry.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in using customer relationship management (CRM) software and ticketing systems.
• Ability to remain calm and professional when handling difficult customer situations.
• Basic understanding of telecommunications services (internet, mobile, etc.).
• Ability to work effectively both independently and as part of a remote and in-office team.
• Reside within commuting distance of Upington, Northern Cape for required in-office days.

Benefits

• Our client offers a competitive starting salary and a benefits package that includes medical aid and retirement savings options.
• The hybrid work model provides a good work-life balance, combining remote work with collaborative time in our local Upington, Northern Cape office.
• Training will be provided on all products, services, and support systems.
• Opportunities for career advancement within the customer support and operations departments are available for high performers.
• Join a dynamic team dedicated to providing outstanding service to the community.