ZAF Direct Sales 09112026

Teleperformance; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Teleperformance in Cape Town seeks a motivated Customer Service Associate to handle inbound calls and emails from business customers, delivering service and sales support to a US market.

You will resolve queries related to sales, accounts, billing, and service configuration, using network monitoring tools, while maintaining accurate customer records and liaising with internal teams to ensure swift resolutions.

Qualifications

• Matric/Equivalent education.
• 6–12 months experience in a service/sales environment (US telecommunications).
• Experience in technical support, sales or telecom environment.
• Good knowledge of operating systems.
• Knowledge of Wi‑Fi and configuration of modems, routers, switches, cell phones and networking peripherals.
• Proficiency with MS Office Suite.
• Maintain campaign performance, quality, regulatory and compliance standards.
• Experience delivering service/sales to a US market.

Responsibilities

• Handle inbound phone calls and emails from existing and potential business customers on queries related to sales, accounts, billing, service faults, and configuration.
• Provide excellent customer service during interactions.
• Use network monitoring tools to assess and identify issues.
• Log escalations with relevant contacts and systems with detailed information.
• Take ownership of incidents and drive resolution.
• Coordinate with internal support and engineering groups (Data, voice, transmission, NOC) during issue progression.
• Prioritize issues effectively.
• Liaise with operators, stakeholders, vendors and IT support in telecoms/retail contexts.
• Maintain and update customer contact and account details.
• Prepare reports on support drivers to identify fault patterns.
• Provide administrative support as requested.

Skills

Customer service

Sales experience

Technical support

Wi‑Fi networking

MS Office

US market experience

Education

Matric/Equivalent

Tools

MS Office Suite

Network monitoring tools

Job description

Overview

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines.

Qualifications

Education and Specific TrainingWork Experience Matric/ Equivalent

Minimum of 6 months – 12 months’ experience working within a similar service/Sales driven environment. (US Telecommunications)

Experience in technical support/Sales and or telecommunications environment

Good knowledge of operating systems

Knowledge of and/or solid understanding of Wi-Fi, configuration of cable modems, routers, switches, cell phones and other networking peripherals. -advantageous

Competence of the MS Office Suite.

Maintain campaign performance, quality, regulatory and compliance standards

Experience delivering service/sales to a US Market-required

Responsibilities

• Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:
• Sales and product enquiries, Account, and billing queries, service faults, service configuration and troubleshooting.
• Provide support to customers while demonstrating excellent customer service skills
• Use network monitoring tools to assess and identify issues
• Log and escalations with relevant contacts and systems to required level of detail
• Take ownership of and manage incidents through to resolution
• Liaise with various internal support and engineering groups during progression of issues (Data, voice, transmission, NOC etc.)
• Manage the prioritization of issues
• Liaise with the various operators, stakeholders, partner organizations, vendors and IT support representatives in managing issues related to Telecoms and or Retail Main Outputs: (e.g. reports, written correspondence, sales)
• Maintain and update customer contact and account details.
• Maintain a report on support contact drivers to identify patterns in fault occurrences.
• Carry out specific administrative support as requested