Customer Support Representative - Telecom Services

Placements24; Soweto; On-site; ZAR 100,000 - 167,000; Full time

Benefits offered by this job

Competitive starting salary

Comprehensive training program

Medical aid and retirement funds

Paid leave and sick days

Supportive team with growth potential

Exposure to Soweto telecom industry

Career advancement opportunities

Job summary

Placements24 is seeking a friendly Customer Support Representative to join the Soweto service team. You will be the main contact for customers, handling inquiries, resolving issues, and providing information on telecommunications products and services.

The role emphasizes clear communication, patience, and a genuine desire to help. You will contribute to customer satisfaction and growth within a dynamic telecom provider serving the Soweto community and beyond.

Qualifications

• High school diploma or equivalent qualification.
• Proven customer service experience in a call centre or customer-facing role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Patience, empathy, and a positive attitude towards customers.
• Ability to learn quickly and retain information about products and services.
• Proficiency in using computers and basic software applications.
• Experience with CRM systems is an advantage.

Responsibilities

• Respond to customer inquiries via phone, email, and potentially in-person regarding services, billing, technical issues, and general information.
• Troubleshoot and resolve customer issues efficiently and effectively, aiming for first-contact resolution whenever possible.
• Provide clear and accurate information about company products, services, and policies.
• Process service requests, orders, and account changes accurately.
• Document customer interactions, issues, and resolutions in the CRM system.
• Escalate complex or unresolved issues to the appropriate departments or supervisors.
• Build rapport with customers and strive to provide an exceptional customer experience.
• Identify opportunities to upsell or cross-sell products and services when appropriate and beneficial to the customer.
• Maintain a thorough understanding of company offerings and service updates.
• Adhere to quality standards and performance metrics set by the company.

Skills

Communication skills

Active listening

Empathy

Learning agility

Computer literacy

Education

High school diploma or equivalent

Tools

CRM systems

Job description

About the Role

Our client is seeking a friendly, professional, and customer-focused Customer Support Representative to join their dedicated service team in **Soweto, Gauteng**. In this role, you will be the primary point of contact for customers, handling inquiries, resolving issues, and providing information regarding our client's telecommunications products and services. You will play a crucial role in ensuring customer satisfaction and building positive relationships. The ideal candidate possesses excellent communication skills, a patient demeanour, and a genuine desire to help others. This is an excellent opportunity for individuals passionate about customer service to contribute to a dynamic and growing telecommunications provider serving the **Soweto** community and beyond.

Key Responsibilities

• Respond to customer inquiries via phone, email, and potentially in-person regarding services, billing, technical issues, and general information.
• Troubleshoot and resolve customer issues efficiently and effectively, aiming for first-contact resolution whenever possible.
• Provide clear and accurate information about company products, services, and policies.
• Process service requests, orders, and account changes accurately.
• Document customer interactions, issues, and resolutions in the CRM system.
• Escalate complex or unresolved issues to the appropriate departments or supervisors.
• Build rapport with customers and strive to provide an exceptional customer experience.
• Identify opportunities to upsell or cross-sell products and services when appropriate and beneficial to the customer.
• Maintain a thorough understanding of company offerings and service updates.
• Adhere to quality standards and performance metrics set by the company.

Requirements

• High school diploma or equivalent qualification.
• Proven customer service experience, preferably in a call centre or customer-facing role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Patience, empathy, and a positive attitude towards customers.
• Ability to learn quickly and retain information about products and services.
• Proficiency in using computers and basic software applications.
• Experience with CRM systems is an advantage.
• Ability to work effectively in a team environment and adhere to schedules.
• Familiarity with telecommunications products and services is beneficial but not essential.

Benefits

• Competitive starting salary with opportunities for increases based on performance.
• Comprehensive training program to equip you with the necessary skills and knowledge.
• Contribution towards medical aid and retirement funds.
• Paid leave and sick days.
• A supportive team environment with opportunities for growth within the company.
• Exposure to the vital telecommunications industry in **Soweto**.
• Potential for career advancement into roles like team lead or supervisor.