Senior Customer Support Specialist - Telecoms

Our client is seeking an experienced and customer-focused Senior Customer Support Specialist to join their service delivery team in Upington . This role is critical in providing exceptional support to customers, resolving technical and service-related inquiries for our client's telecoms offerings. You will handle complex customer issues, train junior support staff, and contribute to improving customer satisfaction metrics. This is an ideal opportunity for a dedicated individual with a passion for customer service and a solid understanding of telecommunications services.

• Provide high-level technical and service support to customers via phone, email, and chat.
• Troubleshoot and resolve complex customer issues related to internet, voice, and mobile services.
• Escalate unresolved issues to appropriate departments and follow up to ensure resolution.
• Train and mentor new customer support representatives on policies and procedures.
• Contribute to the development of knowledge base articles and customer support resources.
• Identify trends in customer inquiries and provide feedback to improve services and products.

• High school diploma or equivalent; relevant tertiary qualification is an advantage.
• Minimum of 3 years of experience in customer support, preferably in the telecoms industry.
• Strong understanding of common telecommunications services and technologies.
• Excellent communication, active listening, and problem-solving skills.
• Ability to handle difficult customer interactions with patience and professionalism.
• Experience with CRM software and ticketing systems.

• Competitive annual salary.
• Performance-based incentives and bonuses.
• Comprehensive medical and retirement benefits.
• Hybrid work model for a flexible work-life balance.
• Opportunities for career advancement within customer service and operations.