Telecoms Customer Support Specialist

Placements24; East London; Hybrid; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

Training & development

Remote-friendly

Career growth

Collaborative team

Job summary

Placements24 seeks a Telecoms Customer Support Specialist to join its remote team in South Africa. You will be the frontline contact for customers, assisting with inquiries, technical issues, and service-related matters from a home office.

The role requires strong communication, patience, and problem-solving skills, with experience in customer service and familiarity with CRM tools. Remote work offers flexibility, training, and opportunities for career growth within telecoms support.

Qualifications

• Previous experience in customer service, preferably within telecoms or IT support.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a patient, empathetic approach to customer interactions.
• Proficiency in using customer support software and basic computer applications.
• Ability to work independently and manage time effectively in a remote work environment.
• A stable internet connection and a dedicated workspace are required for this role.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to telecoms services, such as internet connectivity, mobile plans, and billing queries.
• Guide customers through service setup, feature usage, and account management processes.
• Escalate complex issues to appropriate technical teams or departments, ensuring follow-up and resolution.
• Maintain accurate customer records and document all interactions and solutions in the CRM system.
• Proactively identify opportunities to enhance customer experience and provide feedback to improve services.

Skills

Customer service experience

Excellent communication

Problem solving

CRM software

Remote work

Stable internet

Tools

CRM software

Job description

About the Role

Our client is looking for a dedicated and customer-focused Telecoms Customer Support Specialist to join their remote team. You will be the primary point of contact for customers, providing exceptional assistance with inquiries, technical issues, and service-related matters. This role is essential for ensuring customer satisfaction and retention within our telecoms services. The ideal candidate is a patient communicator, a proactive problem-solver, and committed to delivering outstanding service from the comfort of their home office.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to telecoms services, such as internet connectivity, mobile plans, and billing queries.
• Guide customers through service setup, feature usage, and account management processes.
• Escalate complex issues to appropriate technical teams or departments, ensuring follow-up and resolution.
• Maintain accurate customer records and document all interactions and solutions in the CRM system.
• Proactively identify opportunities to enhance customer experience and provide feedback to improve services.

Requirements

• Previous experience in customer service, preferably within the telecoms or IT support industry.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a patient, empathetic approach to customer interactions.
• Proficiency in using customer support software and basic computer applications.
• Ability to work independently and manage time effectively in a remote work environment.
• A stable internet connection and a dedicated workspace are required for this role.

Benefits

• Competitive hourly wage with potential for performance bonuses.
• Comprehensive health benefits package.
• Paid training and ongoing professional development opportunities.
• Flexible remote work arrangements, offering a great work-life balance.
• Be part of a supportive and collaborative team focused on customer success in the telecoms sector.
• Opportunities for career growth within customer support and related fields.