Telecom Customer Support Representative

Placements24; Soweto; Hybrid; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive hourly wage

Remote work

Health benefits

Training opportunities

Company equipment provided

Paid time off

Job summary

Placements24 is seeking a compassionate and efficient Telecom Customer Support Representative to join a fully remote team serving the Soweto region and nationwide. You will be the primary contact for customers, handling inquiries about internet, mobile, and landline services.

You will troubleshoot technical issues, assist with billing and service changes, and document interactions in the CRM with a focus on first-contact resolution.

Qualifications

• High school diploma or equivalent qualification.
• 1–2 years in customer service or call centre.
• Excellent verbal and written communication.
• Strong active listening and problem-solving.
• Remote work ability with independent time management.
• Reliable internet and quiet workspace.
• Familiarity with telecom products is a plus.

Responsibilities

• Respond to inquiries via phone, email, and chat.
• Troubleshoot telecom internet, mobile, and landline issues.
• Assist with billing, account management, and service changes.
• Educate customers on features and best practices.
• Process service orders, activations, and disconnections.
• Escalate complex issues to the appropriate teams.
• Document interactions in CRM and strive for first-contact resolution.
• Gather feedback to identify service improvements.
• Represent the brand with empathy from Soweto and nationwide.

Skills

Excellent communication

Active listening

Problem-solving

Patience

CRM proficiency

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a leading telecommunications service provider, is looking for a compassionate and efficient Telecom Customer Support Representative to join their fully remote team, serving customers in the Soweto region and nationally. This role is the primary point of contact for customers seeking assistance with their telecommunications services, including internet, mobile, and landline products. You will be responsible for addressing inquiries, resolving technical issues, processing service requests, and ensuring a high level of customer satisfaction. The ideal candidate possesses excellent communication skills, patience, a problem-solving mindset, and a strong desire to help customers. This position is fully remote, allowing you to work from the comfort of your home.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Troubleshoot and resolve technical issues related to internet connectivity, mobile services, and landline phones.
• Assist customers with billing inquiries, account management, and service upgrades/downgrades.
• Educate customers on service features, benefits, and best practices.
• Process service orders, activations, and disconnections accurately.
• Escalate complex issues to appropriate departments or technical support teams when necessary.
• Document all customer interactions and resolutions in the CRM system.
• Strive to achieve first-contact resolution for customer issues.
• Gather customer feedback to identify areas for service improvement.
• Maintain a positive and empathetic attitude towards all customers, representing the brand effectively from Soweto and beyond.

Requirements

• High school diploma or equivalent qualification.
• Proven experience (1-2 years) in a customer service or call center environment, preferably in telecommunications.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience and the ability to remain calm and professional under pressure.
• Proficiency in using computer systems and customer relationship management (CRM) software.
• Ability to work independently and manage time effectively in a remote setting.
• A reliable internet connection and a dedicated, quiet workspace are mandatory for this role.
• Familiarity with common telecommunications products and services is advantageous.
• A commitment to providing outstanding customer experiences is key for this Soweto-serving position.

Benefits

• Competitive hourly wage and potential for performance bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for training and development in customer service excellence and telecom products.
• Fully remote work environment, offering significant flexibility.
• A supportive team culture and management.
• Career advancement opportunities within the customer support division.
• Company-provided equipment and software.
• Paid time off and public holidays.