Customer Service Agent

1 week ago

Johannesburg Metropolitan Area, South Africa Trending Talent Solutions Full time R45 000 - R70 000 per year

Job Purpose:

Join Nutun as a Customer Service Agent - Tech Support – solve fibre issues, wow customers, and grow with our award-winning BPO. Apply now

Minimum requirements (Qualifications and Experience):

  • Grade 12/Matric.
  • Minimum of 2 years' experience in an international customer service or technical support environment.
  • Solid understanding of internet services, fibre connectivity, and basic networking principles.
  • Strong troubleshooting skills with the ability to explain technical concepts in a user-friendly manner.
  • Excellent written and verbal English communication skills.
  • Availability to work night shifts and within a 24/7 support structure.
  • Familiarity with call centre tools, CRM systems, and best practices.
  • Proficiency in MS Office (advantageous).
  • Ability to manage time effectively, work under pressure, and meet deadlines.
  • Experience working with KPIs and performance targets.
  • Knowledge of relevant compliance and regulatory requirements.
  • Proven ability to build relationships and contribute to customer retention strategies

Key Responsibilities:

  • Respond to customer inquiries promptly and professionally via phone, email, or other support platforms.
  • Troubleshoot technical issues related to internet services, including fibre connectivity, modems, routers, and network performance.
  • Guide customers through basic and advanced troubleshooting steps to resolve connectivity issues.
  • Escalate unresolved or complex technical problems to the appropriate internal teams.
  • Provide clear and accurate information about service offerings, product features, and technical requirements.
  • Promote solutions that contribute to customer satisfaction and retention, including resolving billing concerns, offering upgrades, or ensuring follow-up on unresolved issues.
  • Accurately document customer interactions and maintain up-to-date service records in internal systems.
  • Meet or exceed performance metrics including response time, resolution rate, customer satisfaction, and retention goals.
  • Work collaboratively with internal departments to address customer needs and improve service delivery.
  • Adhere to all company policies, quality standards, and regulatory compliance requirements.
  • Proactively suggest process improvements and contribute to enhancing the overall customer experience

Behavioural Competencies Required:

  • Deadline driven.
  • Strong attention to detail and accuracy.
  • Ability to work well under pressure and remain calm in challenging situations.
  • Reliable and accountable for personal performance and service delivery.
  • Proactive problem-solver with strong analytical skills.
  • Team-oriented and supportive of colleagues.
  • Committed to achieving personal and team goals.
  • Receptive to feedback and able to follow instructions and procedures.
  • Resilient and adaptable in a fast-paced environment

Johannesburg

Published Date: 11 November 2025

Closing Date: 28 November 2025

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