Telecom Customer Support Specialist - On-site East London

Placements24; East London; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Performance bonus

Medical aid

Career progression

Training provided

Job summary

Placements24 is seeking a proactive Customer Support Officer for an on-site role in East London, Eastern Cape. You will be the frontline for mobile, internet and TV inquiries, handling billing, technical support and service requests with patience and professionalism.

You will log interactions in the CRM, assist with account setup, uphold SLAs, and contribute to customer satisfaction. Fluency in English is essential; knowledge of Xhosa is a plus.

Qualifications

• Experience in customer service or call center in telecom preferred.
• Excellent verbal and written communication in English.
• CRM software proficiency and ability to log interactions.

Responsibilities

• Respond to customer inquiries via phone, email, and in-person regarding telecommunication services, billing, and technical support.
• Assist customers with setting up new accounts, understanding service plans, and troubleshooting common issues.
• Process customer requests, such as plan upgrades, downgrades, and service cancellations.
• Investigate and resolve billing discrepancies and account-related issues with accuracy.
• Provide information on new products, services, and promotional offers.
• Ensure all customer interactions are logged accurately in the CRM system.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Escalate complex technical or service issues to the appropriate departments for resolution.
• Gather customer feedback and report any recurring issues to management.
• Strive to achieve individual performance targets for customer satisfaction and resolution rates.

Skills

Customer service

Communication skills

Problem solving

Time management

Education

High school diploma

Tools

CRM software

Job description

Placements24 is seeking a proactive Customer Support Officer for an on-site role in East London, Eastern Cape. You will be the frontline for mobile, internet and TV inquiries, handling billing, technical support and service requests with patience and professionalism.

You will log interactions in the CRM, assist with account setup, uphold SLAs, and contribute to customer satisfaction. Fluency in English is essential; knowledge of Xhosa is a plus.