Customer Support Officer - Telecommunications Provider

Placements24; East London; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Performance bonus

Medical aid

Career progression

Training provided

Job summary

Placements24 is seeking a proactive Customer Support Officer for an on-site role in East London, Eastern Cape. You will be the frontline for mobile, internet and TV inquiries, handling billing, technical support and service requests with patience and professionalism.

You will log interactions in the CRM, assist with account setup, uphold SLAs, and contribute to customer satisfaction. Fluency in English is essential; knowledge of Xhosa is a plus.

Qualifications

• Experience in customer service or call center in telecom preferred.
• Excellent verbal and written communication in English.
• CRM software proficiency and ability to log interactions.

Responsibilities

• Respond to customer inquiries via phone, email, and in-person regarding telecommunication services, billing, and technical support.
• Assist customers with setting up new accounts, understanding service plans, and troubleshooting common issues.
• Process customer requests, such as plan upgrades, downgrades, and service cancellations.
• Investigate and resolve billing discrepancies and account-related issues with accuracy.
• Provide information on new products, services, and promotional offers.
• Ensure all customer interactions are logged accurately in the CRM system.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Escalate complex technical or service issues to the appropriate departments for resolution.
• Gather customer feedback and report any recurring issues to management.
• Strive to achieve individual performance targets for customer satisfaction and resolution rates.

Skills

Customer service

Communication skills

Problem solving

Time management

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a leading telecommunications provider, is seeking a proactive and customer-centric Customer Support Officer to join their team in East London, Eastern Cape . This is an on-site position, requiring your dedicated presence at our company offices. You will be the frontline representative, assisting customers with a variety of inquiries related to mobile, internet, and television services. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong desire to resolve customer issues efficiently and effectively. You will play a key role in maintaining customer satisfaction and upholding the company's reputation for reliable service delivery. If you are passionate about customer service and thrive in a dynamic, people-oriented environment, this role offers a great opportunity for growth.

Key Responsibilities

• Respond to customer inquiries via phone, email, and in-person regarding telecommunication services, billing, and technical support.
• Assist customers with setting up new accounts, understanding service plans, and troubleshooting common issues.
• Process customer requests, such as plan upgrades, downgrades, and service cancellations.
• Investigate and resolve billing discrepancies and account-related issues with accuracy.
• Provide information on new products, services, and promotional offers.
• Ensure all customer interactions are logged accurately in the CRM system.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Escalate complex technical or service issues to the appropriate departments for resolution.
• Gather customer feedback and report any recurring issues to management.
• Strive to achieve individual performance targets for customer satisfaction and resolution rates.

Requirements

• Previous experience in a customer service or call center role is required, preferably within the telecommunications industry.
• Excellent verbal and written communication skills in English.
• Knowledge of Xhosa is advantageous.
• Strong understanding of telecommunications products and services (mobile, internet, TV).
• Proficiency in using CRM software and customer service platforms.
• Ability to remain calm and professional when handling customer complaints or difficult situations.
• Strong problem-solving skills and attention to detail.
• Ability to multitask and manage time effectively in a busy office environment.
• High school diploma or equivalent required; relevant certifications are a plus.
• Must be eligible to work in South Africa and available to work on-site in East London .

Benefits

This on-site role offers a competitive annual salary of ZAR, along with benefits such as a performance bonus, medical aid contributions, and opportunities for career progression within the company. Our client provides comprehensive training on their services and systems, as well as a supportive team environment. Employees benefit from working in a modern office located in East London , contributing to the vibrant telecommunications sector in the Eastern Cape . Join a stable company that values its employees and offers a clear path for professional development.