Telecom Customer Support Specialist

Placements24; East London; Hybrid; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Fully remote work environment

Equipment provided

Training program

Paid time off

Career advancement

Job summary

Placements24 is seeking a Telecom Customer Support Specialist for a fully remote role in South Africa. You will handle inquiries via phone, email, and chat, troubleshoot telecom services, and guide customers through resolutions while maintaining high satisfaction levels.

The ideal candidate has 1–2 years in customer support, strong communication skills, and a patient, problem-solving mindset.

Qualifications

• 1–2 years of experience in customer support, preferably in telecom.
• Strong verbal and written communication with ability to explain technical information clearly.
• Calm, patient, and professional under pressure.

Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding telecom services and billing.
• Troubleshoot issues with internet, phone, and TV services and guide customers to resolution.
• Educate customers on features, usage, and upgrades; process service orders and account changes.
• Escalate complex issues to appropriate departments when needed.
• Maintain records of customer interactions in the CRM system.
• Stay updated on products and policies to provide accurate information.
• Contribute to team knowledge base with common issues and solutions.

Skills

Customer service

Effective communication

Active listening

Problem solving

Teamwork

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a leading telecommunications company, is seeking a motivated and customer-focused Telecom Customer Support Specialist to join their remote support team. This role is dedicated to providing exceptional assistance to customers regarding their telecommunications services, addressing inquiries, troubleshooting technical issues, and ensuring a high level of customer satisfaction. You will be the primary point of contact for customers, resolving issues efficiently and professionally. This is a fully remote position, offering the convenience of working from home. We are looking for individuals with strong communication skills, a patient demeanor, and a passion for helping others. Your ability to understand and resolve customer concerns will be key to maintaining our client's reputation for outstanding service.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding telecommunications services and billing.
• Troubleshoot technical issues with internet, phone, and television services, guiding customers through resolution steps.
• Educate customers on service features, usage, and available upgrades.
• Process service orders, account changes, and cancellations accurately.
• Escalate complex technical or billing issues to the appropriate departments when necessary.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Adhere to quality standards and performance metrics for customer support.
• Stay updated on company products, services, and policies to provide accurate information.
• Contribute to team knowledge base by documenting common issues and solutions.
• Proactively identify opportunities to improve the customer experience.

Requirements

• High school diploma or equivalent; further education or certifications in customer service or IT are a plus.
• 1-2 years of experience in customer support, preferably within the telecommunications industry.
• Excellent verbal and written communication skills, with the ability to articulate technical information clearly.
• Strong active listening and problem-solving skills.
• Proficiency in using computers, CRM software, and standard office applications.
• Ability to remain calm and professional under pressure.
• Adaptability to learn new systems and processes quickly.
• Reliable internet connection and a dedicated home office setup.
• Availability to work flexible shifts, including evenings and weekends if required.
• A positive attitude and a genuine desire to assist customers.

Benefits

• Competitive starting salary with opportunities for performance-based increases.
• Comprehensive health, dental, and vision insurance plans.
• Extensive training program on products, services, and support tools.
• Fully remote work environment with provided equipment.
• Paid time off and company holidays.
• Opportunities for career advancement within customer support and other departments.
• Employee discounts on company services.
• Access to a supportive and collaborative remote team.