Customer Service Representative - Telecoms

Placements24; East London; Hybride; ZAR 140 000 - 190 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Performance incentives

Health and wellness benefits

Training & development

Résumé du poste

Placements24 is seeking a Customer Service Representative to support operations in East London. The role blends on-site training with remote work after onboarding, handling telecom service inquiries, billing questions, and technical support while delivering a high-quality customer experience.

You will be the primary contact for customers, maintaining accurate CRM records and collaborating with cross-functional teams to resolve issues and upsell available services.

Qualifications

• 1-2 years of experience in customer service, preferably within the telecoms industry.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using CRM software and standard office applications.
• Ability to handle stressful situations and de-escalate customer concerns calmly.

Responsabilités

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Assist customers with service inquiries, troubleshooting basic technical issues, and billing questions.
• Process new service orders, upgrades, downgrades, and cancellations accurately.
• Educate customers on available products, services, and promotions.
• Resolve customer complaints effectively and accelerate complex issues to appropriate departments.
• Maintain detailed customer records and document all interactions in the CRM system.

Connaissances

Communication skills

Active listening

Customer empathy

Problem-solving

De-escalation

Formation

High school diploma or equivalent

Some college coursework or degree

Outils

CRM software

MS Office

Description du poste

About the Role

Our client is looking for an engaging and customer-focused Customer Service Representative to join their team, supporting operations in East London. This role is crucial for providing exceptional support to telecommunications customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. You will be the primary point of contact for customers, handling a variety of requests related to services, billing, and technical support. This hybrid role combines on-site training and collaboration with the flexibility of remote work after initial onboarding.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Assist customers with service inquiries, troubleshooting basic technical issues, and billing questions.
• Process new service orders, upgrades, downgrades, and cancellations accurately.
• Educate customers on available products, services, and promotions.
• Resolve customer complaints effectively and accelerate complex issues to appropriate departments.
• Maintain detailed customer records and document all interactions in the CRM system.

Requirements

• High school diploma or equivalent; some college coursework or a degree is a plus.
• 1-2 years of experience in customer service, preferably within the telecoms industry.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using customer relationship management (CRM) software and standard office applications.
• Ability to handle stressful situations and de-escalate customer concerns calmly.
• Strong problem-solving skills and a customer-centric approach.

Benefits

• Competitive starting salary and performance incentives.
• Comprehensive health and wellness benefits package.
• Hybrid work model offering flexibility.
• Structured training program and ongoing professional development.
• A supportive team environment dedicated to customer success in East London .