We are seeking a friendly, solution-focused, and reliable Customer Service Representative to join our consumer broadband team. In this role, you will be the first point of contact for customers, providing support, guidance, and resolutions across a range of queries related to broadband services. The ideal candidate will have a strong customer-first mindset, excellent communication skills, and the ability to troubleshoot issues effectively while maintaining a professional and courteous manner.

Job Responsibilities

1. Customer Support & Enquiries
– Respond promptly to customer enquiries via phone, email, and live chat.
– Assist with broadband setup, troubleshooting, billing queries, service upgrades, and general account support.
– Deliver a professional and empathetic service, ensuring high levels of customer satisfaction.
– Escalate complex issues to the relevant technical or billing teams when required.

2. Issue Resolution & Case Management
– Diagnose and resolve basic connectivity issues or service disruptions.
– Follow up on open support cases and ensure timely resolution.
– Maintain accurate records of interactions and outcomes in the CRM system.

3. Process & Product Knowledge
– Stay up to date with our products, plans, pricing, and service offerings.
– Educate customers on new features, tools, and self-service options.
– Follow company processes and contribute to improving service delivery.

Required Skills & Experience

Previous experience in a customer service or contact centre environment.
Excellent verbal and written communication skills.
A strong problem-solving mindset and the ability to handle queries with professionalism.
Confident using CRM systems, ticketing tools, and standard office applications.
Ability to work both independently and as part of a team in a fast-paced environment.
Preferred Qualifications

Experience in a telecoms, broadband, or technology-based customer service role.
Familiarity with broadband services and basic technical troubleshooting.
Flexible to work rotating shifts, weekends, or evenings as required.
Benefits & Perks

Competitive salary with potential for performance bonuses
Training and ongoing development opportunities
Friendly and supportive team culture
Working Type: Onsite
Location: Cape Town

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