Telecom Customer Support Specialist

Placements24; Kimberley; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Basic medical aid coverage

Provident fund

Comprehensive training

Job summary

Placements24 is seeking a friendly Telecom Customer Support Specialist to join our on-site team in Kimberley, Northern Cape. You will handle billing, technical support, and account management, guiding customers with clear, step-by-step instructions and ensuring prompt resolutions.

The role emphasizes patience, empathy, and strong communication as you resolve inquiries, document interactions in the CRM, and contribute to customer satisfaction and retention in the local telecom community.

Qualifications

• Matric certificate required; further tertiary education advantageous.
• 1-2 years experience in customer service or technical support, preferably telecom.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.

Responsibilities

• Respond to inquiries via phone, email, and in-person regarding telecom services.
• Provide first-level technical support for connectivity, phone service, and account access.
• Assist with billing inquiries, explain charges, and process payments.
• Guide customers through troubleshooting with clear, concise steps.
• Process new service activations, changes, and account updates.
• Document interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments.

Skills

Customer service

Technical support

CRM software

Communication skills

Education

Matric certificate

Tools

CRM software

Basic troubleshooting

Job description

About the Role

Our client, a growing telecommunications provider, is seeking a friendly and efficient Telecom Customer Support Specialist to join their team in **Kimberley, Northern Cape**. This on-site role is pivotal in ensuring our customers receive exceptional service and prompt resolution to their inquiries and issues. You will be the primary point of contact for customers, handling a variety of requests related to their telecom services, including billing, technical support, and account management. The ideal candidate is patient, empathetic, and possesses excellent communication skills, with a strong ability to troubleshoot common technical problems and guide customers effectively. Your contribution will directly impact customer satisfaction and retention.

Key Responsibilities

• Respond to customer inquiries via phone, email, and in-person regarding telecom services.
• Provide first-level technical support for issues such as internet connectivity, phone service, and account access.
• Assist customers with billing inquiries, explaining charges, and processing payments.
• Guide customers through troubleshooting steps and provide clear, concise instructions.
• Process new service activations, service changes, and customer account updates.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex technical or billing issues to the appropriate departments for resolution.
• Educate customers on available services, features, and promotions.
• Gather customer feedback to identify areas for service improvement.
• Maintain a high level of customer satisfaction through professional and timely service.

Requirements

• A Matric certificate is required; further tertiary education or relevant certifications are advantageous.
• 1-2 years of experience in a customer service or technical support role, preferably in the telecommunications industry.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using computers, CRM software, and basic troubleshooting techniques.
• Patience and a positive attitude when dealing with customer issues.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Team player with a willingness to learn and adapt.
• Familiarity with **Kimberley** and the **Northern Cape** region is a plus.
• A genuine desire to help customers and provide outstanding service.

Benefits

• Our client offers a competitive entry-level salary, plus potential performance incentives. Benefits include basic medical aid coverage and a provident fund.
• You will receive comprehensive training on our services and systems, and ongoing support from your team. This role provides a stable work environment and the opportunity to build a career within the telecommunications sector.
• Join a customer-focused team dedicated to serving the **Northern Cape** community and gain valuable experience in customer support and telecommunications.