Technical Customer Service Advisor

Ascensos; Cape Town; On-site; ZAR 167,400 - 234,360; Full time

Benefits offered by this job

Medical insurance after 6 months

Performance bonus up to R1000

Career progression opportunities

Learning & Development Talent SPA

Employee of the Month

Well-being support onsite

Maternity benefit after 1 year

Free onsite Flu Vaccine

Mid-month travel allowance

Diverse and inclusive environment

Onsite transportation home

Job summary

Ascensos in Cape Town is hiring a Technical Customer Service Representative to deliver exceptional support in a fast-paced environment. You will resolve technical issues, engage with customers across channels, and contribute to a high-quality customer experience from our Gardens site.

Expect 40-hour weeks with shifts that cover 10:00–22:00 UK time, Monday to Sunday on a rotation. We value empathy, problem-solving, and a customer-first approach, plus strong development opportunities and an

Qualifications

• Minimum of 12 months technical customer service experience within a call centre environment.
• Proven experience in technical support.
• Ability to communicate effectively via all channels to customers and stakeholders.
• Strong understanding of computer systems, mobile devices, and software applications.
• Excellent communication and interpersonal skills.

Responsibilities

• Providing exceptional customer experiences by fully engaging with each customer and creating personalised solutions to resolve technical issues.
• Establishing meaningful relationships across teammates and wider team to support resolutions.
• Creating opportunities to make things better and simpler for customers, people and brand.
• Taking ownership for resolving customer issues and working collaboratively to get the right resolution.
• Using your skills to deliver outcomes for customers no matter how complex the issue.
• Using empathetic language to ensure full resolution and prevent repeat contacts.
• Being a brand advocate and delivering world-class customer experiences.

Skills

Technical customer service

Technical support

Communication across channels

Computer systems & devices

Interpersonal skills

Explain tech to non-tech

Problem solving

Customer-first mindset

Empathy & energy

Tools

CRM systems

Support software

Job description

What We’re Looking For

One of the fast-growing fibre connectivity providers in the UK is on a mission to keep people connected to what matters most. From powering homes to supporting businesses, we deliver lightning-fast, reliable internet with a strong focus on making every customer interaction simple, seamless, and stress-free.

Our team is driven by one goal: creating brilliant experiences that keep our customers smiling. If you’re passionate about helping people, solving problems, and making a real difference every day, you’ll feel right at home here.

If you’re passionate about people, love solving technical problems, and want to be part of a team that’s making a real impact—this is your opportunity.

What To Expect

Expect a fast-paced, supportive environment where no two calls are the same. Every day, you’ll have the opportunity to solve problems, make a real difference, and turn customer frustrations into positive experiences.

We celebrate wins (big and small), invest in your growth, and create a culture where you feel valued, supported, and empowered to succeed.

Shift Pattern

Our typical shift pattern involves 40 hours within the week, shifts covering Monday‑Sunday, 10 AM – 10 PM, on a rotational basis. (UK time)

Please note: This position is based at our site in Gardens, Cape Town.

Your Role Can Include, But Isn’t Limited To

• Providing exceptional customer experiences by fully engaging with each customer you interact with and creating personalised solutions to resolve technical issues.
• Establishing meaningful relationships and networks across your teammates and the wider team that support a tailored resolution for the customer and for future customers.
• Creating opportunities to make things better and simpler for our customers, our people and our brand and act on them.
• Taking ownership for resolving customer issues and working collaboratively across the team to get the right resolution for each customer.
• Using your skills and knowledge to deliver great outcomes for customers no matter how complex or sensitive the issue.
• Consistently putting yourself in the customer’s shoes, appreciating each customer’s individual circumstances and use your initiative to deliver exceptional experiences which leave your customers feeling valued.
• Acting consistently in accordance with our regulatory requirements and take responsibility to highlight any risks or inconsistencies in our ways of working.
• Maximising opportunities to promote our products & services and add value for the customer.
• Using straightforward, empathetic and personalised language with each customer to ensure full resolution and prevent avoidable repeat customer contacts.
• Being a brand advocate; exciting, engaging and inspiring your customers to love the brand and our products and services.
• Acting as an example to colleagues by living the brand values and behaviours at all times.
• Delivering a balanced contribution to a minimum expected standard.
• Working as part of a team to achieve performance and service targets.

About You

• Minimum of 12 months technical customer service experience within a call centre environment.
• Proven experience in technical support.
• Ability to communicate effectively via all channels to customers and stakeholders.
• Strong understanding of computer systems, mobile devices, and software applications.
• Excellent communication and interpersonal skills.
• Ability to explain technical concepts clearly to non-technical users.
• Problem‑solving mindset and attention to detail.
• We’re looking for someone who brings energy, empathy, and a genuine passion for helping people. You thrive in a fast‑paced environment, love solving problems, and aren’t afraid to get stuck into technical challenges.
• Passionate about putting the customer at the heart of everything you do, doing the right thing for the customer, taking responsibility for driving first‑time resolution, taking guidance when needed, and taking pride in delivering a world‑class customer experience.
• The ability to absorb and interpret a lot of information accurately, using all available tools and accessing the right systems and processes quickly.
• Experience of delivering excellent service when in a customer‑facing role and a passion for making things better and simpler for our customers.
• Teamwork matters to you, but you’re also self‑motivated and driven to achieve your goals. Whether it’s hitting targets, learning something new, or going the extra mile for a customer, you’re always ready to rise to the occasion.

Join #theAteam

We recognise the unique contributions of everyone in #theAteam; it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where delivering excellent customer service, career development and fun Fridays are the norm.

We’ll tell you all about it during your interview!

Benefits

• Full training & support.
• Medical insurance after 6 months.
• Up to R1000 performance bonus.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• A diverse and inclusive working environment.
• Free transportation home (door to door).
• Well‑being with Ky (onsite counselling).
• Maternity benefit after 1 year.
• Mid‑month Travel Allowance.
• Free onsite Flu Vaccine.
• Funeral benefit after 3 months.