Position Overview
We are
looking for a highly skilled and motivated Customer Service Agent to join our team. This role plays a key part in
managing customer interactions, ensuring timely resolution of inquiries, and
maintaining outstanding service standards. The ideal candidate will have proven
experience in customer support, preferably within the ISP or telecommunications
industry, and will contribute to both operational efficiency and customer
satisfaction.
Key Responsibilities
- Manage customer interactions through CRM and
support ticketing systems, ensuring timely and effective resolution.
- Provide technical support for customers
experiencing internet connectivity issues through clear and accurate
troubleshooting.
- Handle billing inquiries, process payments, and
manage account adjustments with accuracy and professionalism.
- Educate customers on service plans, available
upgrades, and changes to their accounts or service terms.
- Ensure all customer interactions align with
company policies, quality standards, and regulatory requirements.
- Mentor and guide junior support agents by
providing feedback and coaching to uphold service excellence.
- Maintain accurate records of customer
interactions, service issues, and resolutions.
- Escalate unresolved matters to the relevant
departments for timely resolution.
- Identify opportunities to improve customer
satisfaction and retention by addressing service gaps.
- Collect and analyze customer feedback to support
continuous service improvement.
- Collaborate with Sales, Technical Support, and
Network Operations teams to deliver a seamless customer experience.
Requirements
- A minimum of a Diploma or Bachelor’s degree in
Business Administration, Communication, Public Relations, Information
Technology or a related field.
- Proven experience of 2-4 years in a customer
service role, preferably within the ISP or telecommunications industry.
- Strong technical acumen with the ability to
troubleshoot internet connectivity effectively and related technical
issues.
- Proficiency in using CRM platforms and support
ticketing systems.
- Excellent communication, interpersonal, and
conflict-resolution skills.
- Ability to work both independently and
collaboratively in a fast-paced environment.
- Demonstrated leadership abilities, with
experience mentoring or training junior customer service staff considered
an advantage.
- High level of attention to detail, with strong
organizational and documentation skills.
How to Apply
