Telecom Customer Service Representative

Placements24; Soweto; Hybrid; ZAR 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Medical aid

Provident fund

Hybrid work model

Extensive training

Career progression

Annual leave

Employee assistance program

Zusammenfassung

Placements24 in South Africa is seeking a Telecom Customer Service Representative in Soweto, Gauteng to handle inquiries, resolve issues and deliver a positive customer experience across telecom services.

You will respond via phone, email and chat, assist with billing, setup and troubleshooting, and escalate complex issues when needed. The role offers hybrid work, training and opportunities for progression.

Qualifikationen

• High school diploma or equivalent.
• Previous customer service experience preferred, especially in telecom or related industry.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patient, empathetic and customer-centric attitude.

Aufgaben

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide information about telecommunications products, services, and billing.
• Troubleshoot common customer issues related to internet, phone, and mobile services.
• Guide customers through service setup, activation, and basic troubleshooting steps.
• Escalate complex issues to appropriate departments or senior support staff.
• Process customer requests, such as plan changes, service activations, and account updates.
• Maintain accurate customer records and document all interactions in the CRM system.
• Adhere to company policies, procedures, and quality standards.
• Strive to achieve high levels of customer satisfaction and first-call resolution.
• Continuously learn about new products, services, and support procedures.

Kenntnisse

Customer service

Communication skills

Problem solving

Active listening

Multitasking

Team player

CRM systems

Basic computer skills

Ausbildung

High school diploma or equivalent

Tools

CRM software

Jobbeschreibung

About the Role

Our client, a leading telecommunications provider, is looking for a dedicated and customer-focused Telecom Customer Service Representative to join their support team in Soweto, Gauteng . This vital role involves assisting customers with inquiries, resolving issues, and ensuring a positive customer experience across all telecom services. You will be the first point of contact for many customers, handling a variety of requests ranging from billing questions to technical troubleshooting. The ideal candidate is patient, empathetic, possesses excellent communication skills, and has a genuine desire to help others. This position offers a great entry point into the telecommunications industry with opportunities for learning and career progression.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide information about telecommunications products, services, and billing.
• Troubleshoot common customer issues related to internet, phone, and mobile services.
• Guide customers through service setup, activation, and basic troubleshooting steps.
• Escalate complex issues to appropriate departments or senior support staff.
• Process customer requests, such as plan changes, service activations, and account updates.
• Maintain accurate customer records and document all interactions in the CRM system.
• Adhere to company policies, procedures, and quality standards.
• Strive to achieve high levels of customer satisfaction and first-call resolution.
• Continuously learn about new products, services, and support procedures.

Requirements

• High school diploma or equivalent is required.
• Previous experience in a customer service role is preferred, ideally within the telecommunications or a related industry.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively.
• Proficiency in using computers and basic software applications.
• Familiarity with CRM systems is a plus.
• Ability to work effectively in a team environment.
• Willingness to work flexible hours, including evenings and weekends, as per the support schedule.

Benefits

• Our client offers a competitive entry-level salary, along with benefits including medical aid and a provident fund.
• This role operates on a hybrid model, providing flexibility between working in the office and remotely.
• Comprehensive training is provided to equip you with the necessary skills and knowledge for success.
• You will work within a supportive team environment and gain valuable experience in the telecommunications sector.
• Opportunities for advancement into senior support roles or other departments exist for high-performing individuals.
• Additional benefits include annual leave and access to employee assistance programs.