Customer Support Coordinator

4 days ago

Johannesburg, Gauteng, South Africa Jem Full time R150 000 - R250 000 per year

Join as our Jem Mobile Customer Support Coordinator

We're building something special at Jem, a mobile network that changes the way people experience connectivity at work. Jem Mobile helps employers give their teams affordable phones and data so they can stay connected on the job and beyond. If you're passionate about customer service, thrive in a fast-moving environment, and love solving problems, this role is for you.

ABOUT THE ROLE

As a Customer Support Coordinator at Jem Mobile, you'll be the voice and heart of our customer experience. You'll support customers through WhatsApp, calls, and email helping them sign up, manage devices, understand data options and resolve any issues quickly and kindly. You'll work closely with our Operations and Product teams to make sure customers have a smooth and positive experience from start to finish. You will be managed by our brilliant head of Customer, Nonsuku Mthimkhulu. If you excel in this role, there are exciting opportunities to grow into leadership, operations, or product roles as Jem Mobile scales.

WHAT YOU WILL DO

Customer Support:

  • Respond to customer queries via WhatsApp, phone, and email about sign-ups, devices, data plans, billing and deliveries.
  • Provide accurate, friendly, and solution-driven responses within SLA timeframes.
  • Handle service hours Monday - Friday (08:00–17:00) and occasional Saturday shifts.

Communication & Problem Solving:

  • Follow up with customers to ensure full issue resolution.
  • Escalate technical or complex issues to the right teams quickly.
  • Document customer feedback and suggest improvements.

Order Management:

  • Track phone and SIM orders, ensuring customers are kept up to date.
  • Assist with device payments, reconciliations, and activation issues.

Process Improvement:

  • Identify recurring issues and recommend process or system changes.
  • Help refine support scripts, guides, and FAQs.

Data & Reporting:

  • Use Excel/Google Sheets to analyse support data and share insights on trends, response times, and customer satisfaction.

THIS IS FOR YOU IF

  • You're naturally helpful, patient and calm under pressure.
  • You communicate clearly, both in writing and on calls.
  • You love solving problems and finding better ways to do things.
  • You're proactive, dependable, and organised - nothing slips through the cracks.
  • You thrive in a fast-moving, high-growth startup.

WHAT YOU WILL GET

  • A front-row seat at one of South Africa's most exciting startups.
  • Daily learning across customer service, product, and operations.
  • Real growth opportunities as Jem Mobile expands.
  • A fast, ambitious team that believes in accountability and kindness.
  • A hybrid work model (3 days a week in our Johannesburg office - Glenadrienne, Sandton).
  • Competitive salary, benefits, and 22 days of annual leave.

REQUIREMENTS

Required Experience:

  • A bachelor's degree from an accredited institution
  • Fluent in English + one other South African language
  • Excellent written and verbal communication skills
  • Confident using Excel/Google Sheets
  • Customer-first mindset with strong attention to detail
  • Reliable internet connection (Fibre 10MB+, uncapped) and a suitable work-from-home setup

Advantageous Experience:

  • Experience in customer support or call centre environments
  • Experience with WhatsApp for Business, Euphoria, or Freshchat
  • Exposure to working with ticketing systems or digital products
  • Prior startup experience
  • Experience handling recons and invoices


YOUR IMPACT

When customers love Jem Mobile, more South African workers stay connected to opportunity. If you're ready to be part of that mission, helping people one message at a time, we'd love to have you apply.

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