Telecoms Customer Support Agent

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

Benefits offered by this job

Competitive hourly wage

Performance bonuses

Fully remote work setup

Medical and dental benefits

Paid training and development

Job summary

Placements24 in South Africa seeks a Telecoms Customer Support Agent to join a fully remote team servicing clients in Stellenbosch and beyond. You will handle inquiries, troubleshoot telecom issues, and guide customers through solutions, ensuring a smooth customer journey.

Ideal candidates have telecoms support experience, excellent verbal and written communication, strong problem-solving, and proficiency with CRM systems.

Qualifications

• Experience in customer support or call center, preferably telecoms.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and patient, customer-centric approach.
• Proficiency with computers, internet, and CRM software.
• Ability to work independently in a remote setting.
• High school diploma or equivalent; technical certifications are a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot internet, mobile, and telecom issues.
• Guide customers through self-help resources with step-by-step solutions.
• Document interactions and resolutions in the CRM system.
• Escalate complex issues to higher support tiers when necessary.
• Educate customers on product features, service offerings, and best practices.

Skills

Customer support

CRM software

Communication

Problem-solving

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client is looking for a friendly and efficient Telecoms Customer Support Agent to join their fully remote team, servicing clients in the Stellenbosch area and beyond. This role is dedicated to providing exceptional support to customers experiencing issues with their telecom services, including internet, mobile, and landline. You will be the first point of contact, resolving queries, troubleshooting technical problems, and guiding customers through solutions. This position is ideal for individuals who excel at communication, problem-solving, and thrive in a supportive, remote work environment.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to internet connectivity, mobile services, and telecommunications equipment.
• Guide customers through self-help resources and provide clear, step-by-step solutions.
• Accurately document customer interactions, issues, and resolutions in the CRM system.
• Escalate complex issues to higher technical support tiers when necessary.
• Educate customers on product features, service offerings, and best practices.

Requirements

• Previous experience in a customer support or call center role, preferably within the telecoms industry.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a patient, customer-centric approach.
• Proficiency with computers, internet navigation, and customer relationship management (CRM) software.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma or equivalent required; technical certifications are a plus.

Benefits

• Competitive hourly wage and potential performance bonuses.
• Fully remote work setup, providing excellent work-life balance.
• Comprehensive medical and dental benefits package.
• Paid training and continuous professional development opportunities.
• Supportive team atmosphere and remote team-building activities.