Senior Customer Support Specialist - Telecoms

Placements24; Upington; Híbrido; ZAR 300 000 - 480 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Performance-based incentives

Medical and retirement benefits

Hybrid work model

Career advancement opportunities

Resumo da oferta

Placements24 is seeking an experienced Senior Customer Support Specialist in Upington to provide expert technical and service support for telecoms offerings. You will handle complex issues via phone, email, and chat, and mentor junior staff.

The role requires at least 3 years in customer support within telecoms, excellent communication, and strong problem-solving abilities, with a hybrid work model offered for balance.

Qualificações

• High school diploma or equivalent; tertiary qualification is an advantage.
• Minimum of 3 years of experience in customer support, preferably in the telecoms industry.
• Strong understanding of common telecommunications services and technologies.
• Excellent communication, active listening, and problem-solving skills.
• Ability to handle difficult customer interactions with patience and professionalism.
• Experience with CRM software and ticketing systems.

Responsabilidades

• Provide high-level technical and service support to customers via phone, email, and chat.
• Troubleshoot and resolve complex customer issues related to internet, voice, and mobile services.
• Escalate unresolved issues to appropriate departments and follow up to ensure resolution.
• Train and mentor new customer support representatives on policies and procedures.
• Contribute to the development of knowledge base articles and customer support resources.
• Identify trends in customer inquiries and provide feedback to improve services and products.

Conhecimentos

Customer support

Communication skills

Problem solving

CRM software

Training/mentoring

Formação académica

High school diploma

Tertiary qualification (advantage)

Ferramentas

CRM software

Ticketing systems

Descrição da oferta de emprego

Our client is seeking an experienced and customer-focused Senior Customer Support Specialist to join their service delivery team in Upington . This role is critical in providing exceptional support to customers, resolving technical and service-related inquiries for our client's telecoms offerings. You will handle complex customer issues, train junior support staff, and contribute to improving customer satisfaction metrics. This is an ideal opportunity for a dedicated individual with a passion for customer service and a solid understanding of telecommunications services.

Key Responsibilities

• Provide high-level technical and service support to customers via phone, email, and chat.
• Troubleshoot and resolve complex customer issues related to internet, voice, and mobile services.
• Escalate unresolved issues to appropriate departments and follow up to ensure resolution.
• Train and mentor new customer support representatives on policies and procedures.
• Contribute to the development of knowledge base articles and customer support resources.
• Identify trends in customer inquiries and provide feedback to improve services and products.

Requirements

• High school diploma or equivalent; relevant tertiary qualification is an advantage.
• Minimum of 3 years of experience in customer support, preferably in the telecoms industry.
• Strong understanding of common telecommunications services and technologies.
• Excellent communication, active listening, and problem-solving skills.
• Ability to handle difficult customer interactions with patience and professionalism.
• Experience with CRM software and ticketing systems.

Benefits

• Competitive annual salary.
• Performance-based incentives and bonuses.
• Comprehensive medical and retirement benefits.
• Hybrid work model for a flexible work-life balance.
• Opportunities for career advancement within customer service and operations.