Customer Support Specialist (Telecoms)

Placements24; Mossel Bay; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Training program

Health benefits

PTO and holidays

Career growth opportunities

Remote-friendly environment

Access to latest tools

Job summary

Placements24 is seeking a diligent Customer Support Specialist to join a fully remote team serving telecoms customers. You will handle inquiries via phone, email, and chat, troubleshoot technical issues, and guide customers through setup and product features.

The role emphasizes patient communication, problem-solving, and the ability to work independently from a home office. A supportive, training-focused environment and remote-friendly culture are provided.

Qualifications

• Strong problem-solving and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using computer systems and various software applications.
• Ability to work independently and manage time effectively in a remote setting.

Responsibilities

• Respond to customer inquiries promptly via phone, email, and chat.
• Troubleshoot and resolve technical problems related to telecom services.
• Guide customers through setup processes and product features.
• Escalate complex issues to appropriate departments or senior staff.
• Maintain accurate customer records in the CRM system.
• Educate customers on available services and product offerings.
• Adhere to company policies while ensuring customer satisfaction.
• Collaborate with team members to share knowledge and improve processes.
• Identify trends in customer issues and provide feedback to relevant teams.

Skills

Problem-solving

Troubleshooting

Verbal communication

Written communication

Patience & empathy

Independence

Education

High school diploma

Tools

CRM software

Ticketing software

Job description

About the Role

Our client, a respected provider in the telecoms industry , is searching for a diligent and empathetic Customer Support Specialist to join their remote team. This role is vital in ensuring customer satisfaction by providing exceptional technical assistance and service related to our telecommunications products and services. You will be the primary point of contact for customers, resolving inquiries via phone, email, and chat. The ideal candidate is patient, possesses excellent communication skills, and has a knack for technical problem-solving. As a fully remote position, you'll benefit from the flexibility of working from home while contributing to a positive customer experience. This is an excellent entry-level opportunity in a rapidly growing field, based operationally near Mossel Bay, Western Cape, ZA .

Key Responsibilities

• Respond promptly and professionally to customer inquiries regarding billing, service issues, and technical support.
• Troubleshoot and resolve technical problems related to internet, phone, and television services.
• Guide customers through setup processes and product features.
• Escalate complex issues to appropriate departments or senior support staff.
• Maintain accurate customer records and documentation of interactions in the CRM system.
• Educate customers on available services and product offerings.
• Adhere to company policies and procedures while ensuring customer satisfaction.
• Collaborate with team members to share knowledge and improve support processes.
• Identify trends in customer issues and provide feedback to relevant teams.

Requirements

• High school diploma or equivalent required; further education or technical certifications are a plus.
• Previous experience in customer service or technical support, preferably in the telecoms sector .
• Strong problem-solving and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using computer systems and various software applications.
• Ability to work independently and manage time effectively in a remote setting.
• Comfortable working with CRM systems and ticketing software.
• A reliable internet connection and a quiet, dedicated workspace.

Benefits

• Our client offers a competitive starting salary.
• Comprehensive training program provided for all new hires.
• Health and wellness benefits package.
• Paid time off and holiday leave.
• Opportunities for career advancement within the customer support or other departments.
• A supportive and friendly remote work environment.
• Access to the latest tools and technologies for customer support.

Join a company committed to excellent service and customer care within the dynamic telecoms industry , serving customers near Mossel Bay, Western Cape, ZA from your remote workspace.