Customer Support Associate - Tier 1

Placements24; Mbombela (Nelspruit); On-site; ZAR 167,000 - 246,000; Full time

Benefits offered by this job

Competitive starting salary

Medical aid package

Retirement annuity fund

Extensive training

Work-life balance

Paid time off

Career advancement opportunities

Job summary

Placements24 in Nelspruit, Mpumalanga seeks a friendly Customer Support Associate - Tier 1 to deliver frontline service for telecom customers. You will handle calls, emails, and chat, provide accurate info, and guide customers through account setup and payments.

With empathy and problem-solving, you’ll troubleshoot basic issues, document interactions in the CRM, and escalate complex cases. This is a full-time on-site role offering training, benefits, and opportunities for career growth within a

Qualifications

• High school diploma or equivalent; some post-secondary education or technical training is a plus.
• Experience in a customer service or call center environment is highly desirable.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using computers, navigating multiple applications, and basic troubleshooting.

Responsibilities

• Handle inbound customer calls, emails, and chat inquiries regarding services, billing, and technical issues.
• Provide accurate information and solutions to customer queries in a timely manner.
• Troubleshoot and resolve basic technical problems related to internet, phone, and TV services.
• Guide customers through account setup, service changes, and payment processes.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex or unresolved issues to the appropriate Tier 2 support or specialized teams.
• Maintain a high level of customer satisfaction by providing excellent service.
• Stay up-to-date with product knowledge, service offerings, and company policies.
• Adhere to all performance metrics and quality standards set by the company.
• Contribute to a positive team atmosphere and assist colleagues when needed.

Skills

Excellent communication

Active listening

Patience

Problem solving

Customer-focused

Team collaboration

Education

High school diploma

Post-secondary/technical training (nice to have)

Tools

CRM system

Ticketing system

Job description

About the Role

Our client, a well-established telecommunications provider, is seeking a dedicated and friendly Customer Support Associate - Tier 1 to join their team in Nelspruit, Mpumalanga . This role is essential in providing frontline support to customers, addressing their inquiries, and resolving issues related to services and accounts. The ideal candidate is a natural communicator with a strong sense of empathy and a commitment to delivering exceptional customer experiences. You will work within a supportive office environment, collaborating with colleagues to ensure customer satisfaction and loyalty. This is a fantastic opportunity to gain valuable experience in the telecommunications industry and grow your career within a reputable organization. We are looking for individuals who are patient, efficient, and possess a genuine desire to help customers.

Key Responsibilities

• Handle inbound customer calls, emails, and chat inquiries regarding services, billing, and technical issues.
• Provide accurate information and solutions to customer queries in a timely manner.
• Troubleshoot and resolve basic technical problems related to internet, phone, and TV services.
• Guide customers through account setup, service changes, and payment processes.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex or unresolved issues to the appropriate Tier 2 support or specialized teams.
• Maintain a high level of customer satisfaction by providing excellent service.
• Stay up-to-date with product knowledge, service offerings, and company policies.
• Adhere to all performance metrics and quality standards set by the company.
• Contribute to a positive team atmosphere and assist colleagues when needed.

Requirements

• High school diploma or equivalent; some post-secondary education or technical training is a plus.
• Previous experience in a customer service or call center environment is highly desirable.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using computers, navigating multiple applications, and basic troubleshooting.
• Ability to remain calm, patient, and professional, especially during challenging interactions.
• Strong problem-solving skills and the ability to think on your feet.
• Customer-focused attitude with a passion for exceeding expectations.
• Must be able to work full-time from our office located in Nelspruit, Mpumalanga .
• Must be legally authorized to work in South Africa .
• Demonstrated reliability and punctuality.

Benefits

• Our client offers a competitive starting salary with regular performance reviews and potential for salary increases.
• Employees receive a comprehensive medical aid package, including hospitalization benefits, and a retirement annuity fund.
• Extensive training is provided on products, services, and customer interaction techniques, with ongoing opportunities for skill development.
• This role is based in a modern, well-equipped office in Nelspruit , fostering a collaborative and professional work environment.
• We believe in work-life balance and offer generous paid time off.
• Employee assistance programs are available to provide confidential support.
• Opportunities for career advancement into senior support roles or team leadership positions exist within the company.
• Join a stable industry leader and build a rewarding career in customer support.