Client Service Specialist IT & ISP

Client Service Specialist

Kibo Connect | Century City, Cape Town
Department: Operations
Employment Type: Full-time
Work Arrangement: Office-based

About the Role

Kibo Connect is looking for a professional, customer-focused and highly organised Client Service Specialist to join our Operations Team in Century City, Cape Town.

The successful candidate will be responsible for providing professional first-line client support and managing the full lifecycle of service requests across Kibo Connect and Kibo Technical. This includes accurately logging and prioritising tickets, coordinating technical resources, monitoring SLAs, communicating with clients, escalating issues and ensuring that matters are followed through to resolution.

This is a hands-on role suited to someone who takes ownership, works well under pressure and understands that excellent service is about both technical coordination and client experience.

Key Responsibilities

• Provide professional and timely first-line client support through approved communication and remote-support channels.
• Log, classify, prioritise and dispatch service tickets accurately according to urgency, impact and SLA requirements.
• Take ownership of client requests from initial logging through to resolution, handover or escalation.
• Monitor service boards and follow up on ageing, stalled or outstanding tickets.
• Coordinate technical resources and allocate work based on skill, availability, priority and service requirements.
• Perform structured first-line troubleshooting and gather relevant information before escalating technical issues.
• Maintain accurate and meaningful ticket notes, statuses, categories, contacts and supporting information.
• Monitor SLA requirements and proactively communicate with clients regarding progress and expected resolution.
• Translate technical information into clear and professional client-facing communication.
• Identify recurring issues, service risks and workflow gaps and escalate these appropriately.
• Ensure accurate time entries and ticket information to support billing and revenue protection.
• Identify potential billing discrepancies or revenue leakage and escalate exceptions.
• Support incident management, stakeholder communication and resolution tracking.
• Maintain accurate operational records and comply with company processes, information-security controls and SOPs.
• Assist with knowledge-based articles, checklists, SOPs and continuous service improvement.
• Develop a strong working knowledge of Kibo's products, services and client agreements.
• Complete required training and participate in ongoing professional development.

Minimum Requirements

• 3–5 years' experience in a Helpdesk, Service Desk or Client Service role.
• Experience in an MSP, ISP or IT services environment is mandatory
• Strong written and verbal English communication skills.
• Strong customer service and relationship-management skills.
• Excellent organisational and time-management abilities.
• Strong attention to detail and administrative accuracy.
• Demonstrated ability to manage multiple competing priorities in a fast-paced environment.
• Good problem-solving and troubleshooting skills.
• Experience working with ticketing or PSA systems.
• Ability to take ownership and follow tasks through to completion.
• Ability to work effectively with technical, operations, sales and finance teams.
• Valid driver's licence and reliable transport where travel is required.
• Willingness to participate in approved standby arrangements where applicable.

Advantageous

• Experience with ConnectWise Manage or another PSA/ticketing platform.
• ITIL Foundation certification or equivalent service-management training.
• Microsoft 365 support experience.
• Previous experience in a managed IT services, connectivity, fibre or ISP environment.
• Afrikaans language proficiency.
• Relevant qualification in IT support, customer service, business administration or a related field.

We are looking for someone who is:

• Client-focused and professional.
• Accountable and comfortable taking ownership.
• Calm and effective under pressure.
• Highly organised with excellent attention to detail.
• A strong communicator.
• A practical problem solver.
• Able to manage competing priorities without losing control of outstanding work.
• Collaborative and comfortable working across technical and commercial teams.
• Adaptable, resilient and committed to continuous learning.

Performance

This is an outcome-focused role. Performance will be measured against key service and operational indicators, including:

• Client satisfaction
• SLA adherence
• Ticket lifecycle management
• Dispatch effectiveness
• Service-board accuracy
• Communication quality
• Time-entry and billing accuracy
• System and process compliance
• Collaboration and ownership
• Professional Conduct
• Learning and continuous improvement

Location

Century City, Cape Town

This is an office-based position.

Apply

If you are an experienced service desk or client service professional who enjoys taking ownership of client issues and working in a fast-paced IT services environment, we would like to hear from you.

Please submit your CV via Indeed for consideration.

Kibo Connect is committed to providing professional, reliable and client-focused technology services and is looking for an individual who shares these values.

Pay: From R20 000,00 per month

Work Location: In person