Senior Telecoms Support Specialist (Hybrid)

Placements24; Upington; Hybrid; ZAR 300,000 - 480,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Medical and retirement benefits

Hybrid work model

Career advancement opportunities

Job summary

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.

Qualifications

• 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.

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.

Skills

Customer support

Communication skills

Problem solving

CRM software

Training/mentoring

Education

High school diploma

Tertiary qualification (advantage)

Tools

CRM software

Ticketing systems

Job description

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.