Customer Service Agent

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 Bachelors 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.
  

Benefits

• Lunch is provided.
  

• Opportunities for career growth and professional development.
  

• A supportive and collaborative work environment.