Customer Support Specialist - Telecoms

Placements24; South Africa; Remote; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive hourly wage

Flexible remote work arrangement

Comprehensive training program

Opportunities for career advancement

Supportive team culture

Job summary

Placements24 is seeking a friendly Customer Support Specialist to join our remote team serving clients in Paarl. You will diagnose issues with telecoms services, guide customers through solutions, and ensure satisfaction and retention.

The role emphasizes clear communication and patient demeanor. Ideal candidates have strong English, experience in customer service, and the ability to work independently from a home office in or near Paarl.

Qualifications

• Experience in a customer service or support role, preferably within telecoms.
• Excellent verbal and written English communication.
• Ability to work from home and stay self-motivated.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat regarding telecoms services.
• Troubleshoot and resolve customer issues related to internet, mobile, and landline services.
• Educate customers on service features, troubleshooting steps, and best practices.
• Escalate complex technical issues to appropriate departments when necessary, ensuring follow-up.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Gather customer feedback to identify areas for service improvement.

Skills

Customer service

Communication skills

CRM software

Troubleshooting

Independent worker

Education

High school diploma

Tertiary education is a plus

Tools

CRM software

Job description

About the Role

Our client is seeking a friendly and efficient Customer Support Specialist to join their remote support team, serving clients in the Paarl area. This role is the primary point of contact for customers experiencing issues with their telecommunications services, requiring excellent communication skills and a patient demeanor. You will be responsible for diagnosing problems, providing clear explanations, and guiding customers through solutions to ensure their satisfaction and retention. This position is ideal for someone passionate about customer service within the dynamic telecoms industry.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat regarding telecoms services.
• Troubleshoot and resolve customer issues related to internet, mobile, and landline services.
• Educate customers on service features, troubleshooting steps, and best practices.
• Escalate complex technical issues to appropriate departments when necessary, ensuring follow-up.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Gather customer feedback to identify areas for service improvement.

Requirements

• High school diploma or equivalent; tertiary education in a related field is a plus.
• Proven experience in a customer service or support role, preferably within telecoms.
• Excellent verbal and written communication skills in English.
• Proficiency with computer systems, CRM software, and basic troubleshooting techniques.
• Ability to remain calm and empathetic under pressure.
• Must be self-motivated and able to work independently from a home office in or near Paarl.

Benefits

• Competitive hourly wage with potential for performance bonuses.
• Flexible remote work arrangement.
• Comprehensive training program covering all telecoms products and services.
• Opportunities for career advancement within the customer service department.
• A supportive team culture focused on helping both customers and colleagues.