Customer Excellence Agent

1 week ago

Johannesburg, Gauteng, South Africa Brsk Full time R250 000 - R400 000 per year

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced, tech-driven environment where your communication skills and problem-solving abilities shine? We're looking for a Customer Excellence Agent who will focus on outbound ticket management and live chat, ensuring our customers feel heard, supported, and valued every step of the way.

The Role
As a key member of our Customer Excellence team, you'll be the voice of YouFibre; resolving issues, offering guidance, and ensuring a seamless experience across all support channels. Your primary focus will be managing outbound support tickets, live chat interactions, and responding to customer queries.

Key Responsibilities

  • Deliver a 24/7, 365-day support experience as part of a monthly shift roster.
  • Manage and resolve outbound support tickets with empathy and efficiency.
  • Provide real-time assistance via live chat, ensuring first-contact resolution.
  • Monitor and respond to customer messages and comments across social media platforms (e.g., Facebook, Twitter/X, Instagram).
  • Handle fault reporting across multiple channels: call centre, email, social media, and walk-ins.
  • Collaborate with internal teams to escalate and resolve complex issues.
  • Maintain accurate records and adhere to service level agreements (SLAs).

What You Bring

  • 2+ years' experience in a call centre or customer support environment.
  • 1+ year in second-tier resolution, team leadership, or NOC support.
  • Strong experience with ticketing systems, CRM tools and social media management.
  • Proven ability to manage live chat and social media interactions with professionalism and brand voice.
  • Excellent written and verbal communication skills.
  • Strong time management, attention to detail, and a proactive mindset.
  • Technical understanding of telecommunications and networking is a plus.

Tech & Tools

  • Highly computer literate with experience using Microsoft Office.
  • Comfortable working remotely with your own reliable laptop and strong internet connection (monthly WFH and connectivity allowance provided).
  • Although this is a remote role, we would like you to meet with the other members of the Customer Experience and Support team for team meetings and training, therefore you will be based in or around Johannesburg.
  • Please note this a FTC for 3-months with the possibility of becoming permanent.

Why Join us?

  • Be part of a dynamic, customer-obsessed team.
  • Make a real impact in a fast-growing tech company.

Ready to put customers at the heart of everything you do—across every channel?
Apply now and help us shape the future of customer experience at YouFibre.

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