Telecoms Customer Support Representative

Placements24; Soweto; On-site; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive hourly wage with incentive

Medical aid and retirement

Paid training programs

Dynamic team environment

Career advancement opportunities

Job summary

Placements24 in Soweto is seeking a Telecoms Customer Support Representative to join their service team. You will be the first point of contact, resolving billing, service disruptions, and technical questions with empathy and clarity.

The role emphasizes strong communication, problem-solving, and comfort with CRM systems. Training is provided, and opportunities exist for career growth within customer service and support functions.

Qualifications

• High school diploma or equivalent; further education or certifications are a plus.
• Proven experience in a customer service or call center environment, preferably in the telecoms industry.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Proficiency in using computer systems, including CRM software and basic troubleshooting tools.
• A passion for helping customers and a positive attitude.

Responsibilities

• Respond to customer inquiries via phone, email, and chat, addressing issues related to billing, service disruptions, and technical problems.
• Diagnose and troubleshoot common telecom service issues, guiding customers through resolution steps.
• Provide information about products, services, pricing, and promotions 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.
• Strive to achieve high customer satisfaction ratings through efficient and empathetic service delivery.

Skills

Customer service

Communication

Problem-solving

Empathy

Education

High school diploma

Tools

CRM software

Basic troubleshooting tools

Job description

About the Role

Our client is seeking a friendly, patient, and customer-focused Telecoms Customer Support Representative to join their service team in Soweto . This role is vital for providing exceptional support to customers experiencing issues or having inquiries about their telecommunications services. You will be the first point of contact, resolving problems efficiently and ensuring a positive customer experience. This position requires excellent communication skills and a deep understanding of common telecom products and services to assist the Gauteng community effectively.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat, addressing issues related to billing, service disruptions, and technical problems.
• Diagnose and troubleshoot common telecom service issues, guiding customers through resolution steps.
• Provide information about products, services, pricing, and promotions 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.
• Strive to achieve high customer satisfaction ratings through efficient and empathetic service delivery.

Requirements

• High school diploma or equivalent; further education or certifications are a plus.
• Proven experience in a customer service or call center environment, preferably in the telecoms industry .
• Excellent verbal and written communication skills, with the ability to explain technical information clearly.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Proficiency in using computer systems, including CRM software and basic troubleshooting tools.
• A passion for helping customers and a positive attitude.

Benefits

• Competitive hourly wage with opportunities for performance incentives.
• Comprehensive benefits package including medical aid and retirement contributions.
• Paid training programs to familiarize you with our client's services and support tools.
• A dynamic and supportive team environment focused on customer satisfaction.
• Opportunities for career advancement within the customer service and support functions.