Customer Support Representative - Telecoms

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Remote work setup allowance

Equipment provided

Comprehensive health benefits

Paid training

Career growth opportunities

Job summary

Placements24 is seeking a friendly and efficient Customer Support Representative to join our remote support team, operating from the Nelspruit hub. You will be the first point of contact for customers, helping with telecom products and services and resolving inquiries.

The role requires excellent communication, patience, and a proactive approach to enhance the customer experience, with opportunities for product upgrades and ongoing professional development.

Qualifications

• High school diploma or equivalent; some college or post-secondary education is a plus.
• Experience in customer service, preferably in telecoms.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with computers and common software applications.
• Ability to work independently in a remote setting and manage time effectively.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide information about telecom services, billing, and technical troubleshooting steps.
• Assist customers with account management, service changes, and order processing.
• Resolve customer complaints effectively and escalate complex issues when necessary.
• Maintain accurate customer records and document all interactions in the CRM system.
• Proactively identify opportunities to enhance the customer experience and offer relevant product upgrades.

Skills

Customer service

Written communication

Verbal communication

Problem solving

Time management

CRM software

Education

High school diploma

Some college

Tools

CRM system

Job description

About the Role

Our client is seeking a friendly and efficient Customer Support Representative to join their support team, working remotely but managed from our Nelspruit hub. You will be the first point of contact for customers, providing exceptional service and resolving inquiries related to our telecommunications products and services. This role demands excellent communication skills, patience, and a genuine desire to help customers navigate their service needs. You will play a crucial role in maintaining customer satisfaction and loyalty, contributing to the positive reputation of our brand.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide information about telecom services , billing, and technical troubleshooting steps.
• Assist customers with account management, service changes, and order processing.
• Resolve customer complaints effectively and escape complex issues to the appropriate departments when necessary.
• Maintain accurate customer records and document all interactions in the CRM system.
• Proactively identify opportunities to enhance the customer experience and offer relevant product upgrades.

Requirements

• High school diploma or equivalent; some college or post-secondary education is a plus.
• Previous experience in customer service, preferably in the telecoms industry.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with computers and common software applications.
• Ability to work independently in a remote setting and manage time effectively.

Benefits

• Competitive hourly wage with potential for performance bonuses.
• Remote work setup allowance and equipment provided.
• Comprehensive health and wellness benefits.
• Paid training and ongoing professional development.
• A supportive team environment and opportunities for career growth within the telecommunications sector.