Customer Services Consultant

Introduction

Do you have a passion for customer service?

If you’re passionate about people, thrive in a fast-paced environment, and know how to turn every interaction into a positive experience, this is your opportunity to be part of a team that’s redefining what customer service looks like in the ISP space.

As a customer services consultant, you'll be the first point of contact for our ISP customers — resolving queries, troubleshooting connectivity issues, and ensuring every interaction leaves the customer feeling valued and supported. You'll work across phone, email, and live chat, and collaborate closely with technical and billing teams to deliver seamless service.

What We are offering

Opportunity to grow within a fast-scaling ISP Exposure to innovative connectivity solutions A dynamic, energetic, and purpose-driven team Competitive salary and performance incentives

Duties & Responsibilities Handle inbound customer queries via phone, email, and live chat in a professional and timely manner Diagnose and resolve first-line technical issues relating to connectivity, router configuration, and account access Manage billing enquiries, payment arrangements, and account updates accurately Escalate complex technical or billing issues to the relevant teams and follow up to ensure resolution Log all customer interactions accurately in the CRM system Proactively identify opportunities to improve the customer experience and share feedback with the team Educate customers on ISP products and services Meet individual and team KPIs including first-call resolution rate, customer satisfaction (CSAT), and response times

Desired Experience & Qualification Minimum 2 years experience in customer service (ISP/telecoms is a strong advantage) Strong communication skills (verbal and written) Basic understanding of networking (WiFi, routers, connectivity issues) Ability to work in a fast-paced, high-volume environment Problem-solving mindset with a customer-first attitude Comfortable using systems like CRM, ticketing tools, and chat platforms Matric (required), relevant IT or customer service qualification (advantageous)