Customer Support Specialist - Telecoms

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 150,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Training programs

Remote-friendly schedule

Career progression

Job summary

Placements24 is seeking a compassionate and efficient Customer Support Specialist to join their fully remote client services team. You will be the primary point of contact for customers experiencing telecoms issues, providing timely and accurate support from home.

The role emphasizes excellent communication, patience, and problem-solving, with opportunities for training and career progression in a fully remote setup.

Qualifications

• High school diploma or equivalent; a relevant technical certification is a plus.
• Experience in a customer support or call center role, preferably telecoms.
• Strong communication and active listening skills.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with help desk software and common troubleshooting techniques.
• Patience, empathy and a customer-centric attitude are essential.

Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding telecoms services and technical issues.
• Troubleshoot and diagnose common technical problems related to internet, voice, and mobile services.
• Guide customers through self-help resources and provide step-by-step solutions.
• Escalate complex issues to higher-level support or technical teams when necessary.
• Maintain accurate customer records and document all support interactions and resolutions.
• Strive to achieve high customer satisfaction ratings by providing exceptional service.

Skills

Communication skills

Active listening

Explain technical concepts

Empathy

Customer-centric attitude

Problem-solving

Education

High school diploma or equivalent

Technical certification (plus)

Tools

Help desk software

Job description

About the Role

Our client is looking for a compassionate and efficient Customer Support Specialist to join their fully remote client services team. In this role, you will be the primary point of contact for customers experiencing technical issues or requiring assistance with their telecoms services. You will provide timely and accurate support, resolving inquiries and ensuring a positive customer experience. This position is ideal for individuals with excellent communication skills, a patient demeanor, and a passion for problem-solving within the technology sector, working from the comfort of their own home.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding telecoms services and technical issues.
• Troubleshoot and diagnose common technical problems related to internet, voice, and mobile services.
• Guide customers through self-help resources and provide step-by-step solutions.
• Escalate complex issues to higher-level support or technical teams when necessary.
• Maintain accurate customer records and document all support interactions and resolutions.
• Strive to achieve high customer satisfaction ratings by providing exceptional service.

Requirements

• High school diploma or equivalent; a relevant technical certification is a plus.
• Previous experience in a customer support or call center role, preferably in the telecoms industry.
• Strong communication and active listening skills.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with help desk software and common troubleshooting techniques.
• Patience, empathy, and a customer-centric attitude are essential.

Benefits

• Competitive annual salary.
• Comprehensive health and wellness benefits.
• Paid training programs to enhance product knowledge and support skills.
• Flexible work schedule with fully remote work options.
• Opportunities for career progression within the customer service department.