Customer Service Analyst
Cool Ideas Service Provider
Randburg, Gauteng
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
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Customer service roles in retail, banking and BPO reward strong communicators and are a common entry point for matriculants.
Job description
Cool Ideas, leading ISP in Johannesburg requires an Customer Service Analyst to join our team
Job Description & Key Responsibilities**:**
- Provide first-line technical support and troubleshooting for customers
- Log, manage, and track faults with fibre line providers and third-party vendors
- Handle incoming customer calls, assisting with technical and general service-related queries
- Follow up on existing incidents and service requests to ensure resolution
- Maintain a high first-time resolution rate and customer satisfaction
- Accurately capture call details and update tickets in the system
Experience and Knowledge required**:**
- Minimum of 24 months call centre experience
- Minimum of 12 months technical support experience
- At least 12 months’ experience providing technical support within an Internet Service Provider (ISP) environment
- IT-related qualification (certificate, diploma, or equivalent)
- Basic understanding of networking concepts
- Experience supporting Fibre, LTE, or VoIP services
- Strong communication and customer service skills
- Ability to work shifts, weekends, or public holidays
- Good problem-solving and analytical skills
- Fluent in English
Advantageous**:**
- ITIL qualification or working knowledge of ITIL principles
- Experience with ticketing systems (e.g. Zendesk, Remedy, Freshdesk, etc.)
Please note: As part of our recruitment and selection process, shortlisted candidates will be required to complete a psychometric assessment. This assessment is designed to evaluate job-related competencies and ensure alignment with the requirements of the role. Results will be treated confidentially and used solely for selection purposes in accordance with applicable labour legislation and data protection laws.
Found on Indeed · Posted 2 weeks ago · Last checked Today
Good to know
What does this customer service job pay?
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
Do I need experience for customer service jobs in Randburg?
Many customer service roles in Randburg are open to candidates with little or no experience. Read the listing for its exact requirements.
How do I apply for this job?
Tap "Apply on Indeed" to open the original listing, where you can read the full description and apply directly. JobsZA never charges you to apply, and you should never pay money to get a job.
Found on Indeed · Posted 2 weeks ago