Customer Experience Agent - Durbanville, Cape Town - R18,000 - R22,000 gross per month depending on experience

SUMMARY:
Join a customer-focused Internet Service Provider delivering fibre services across multiple Fibre Network Operators throughout South Africa.

POSITION INFO:

Customer Experience Agent - Durbanville, Cape Town - R18,000 - R22,000 gross per month depending on experience

Join a customer-focused Internet Service Provider delivering fibre services across multiple Fibre Network Operators throughout South Africa.

About Our Client: The client is a customer-focused Internet Service Provider delivering fibre services across multiple Fibre Network Operators throughout South Africa. They pride themselves on exceptional customer service and operational excellence.

The Role: Customer Experience Agent. The purpose of the role is to deliver an outstanding customer experience from new customer onboarding through ongoing account management, installation coordination, billing enquiries, and customer support. This role exists to manage the entire customer journey, contributing to the company by ensuring operational excellence, customer satisfaction, and efficient ticket resolution from initial order through ongoing support. The main focus areas include sales administration, installation coordination, account management, and ongoing customer support via phone, email, and WhatsApp.

Key Responsibilities

• Utilize a minimum of 3 years of customer service experience to deliver customer service via phone, email, and WhatsApp using a professional telephone manner.

• Process new customer orders and coordinate installations with Fibre Network Operators.

• Manage customer accounts, billing enquiries, and maintain accurate customer records.

• Log and manage support tickets using CRM/ticketing systems.

• Manage the customer journey from sales administration through ongoing customer support in a fast-paced environment.

About You

• Minimum 3 years of customer service experience.

• Matric qualification.

• Excellent written and verbal English communication skills.

• Strong administrative, organisational, and computer literacy skills.

• Experience using CRM or ticketing systems.

• Ability to work in a fast-paced environment with a professional telephone manner.

• Customer-focused, professional, organized, calm under pressure, proactive, accountable, and a team player.

• Previous ISP, Fibre Network Operator, or telecommunications experience.

• Knowledge of fibre services, ONTs, routers, and provisioning.

• Experience with Splynx, TelecoGlue, Soliditech, Freshdesk, or Zendesk.