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Job Purpose:

Join Nutun as a Customer Service Agent - Tech Support  – solve fibre issues, wow customers, and grow with our award-winning BPO. Apply now!

Minimum requirements (Qualifications and Experience):

• Grade 12/Matric.
• Minimum of 2 years’ experience in an international customer service or technical support environment.
• Solid understanding of internet services, fibre connectivity, and basic networking principles.
• Strong troubleshooting skills with the ability to explain technical concepts in a user-friendly manner.
• Excellent written and verbal English communication skills.
• Availability to work night shifts and within a 24/7 support structure.
• Familiarity with call centre tools, CRM systems, and best practices.
• Proficiency in MS Office (advantageous).
• Ability to manage time effectively, work under pressure, and meet deadlines.
• Experience working with KPIs and performance targets.
• Knowledge of relevant compliance and regulatory requirements.
•  Proven ability to build relationships and contribute to customer retention strategies

Key Responsibilities:

• Respond to customer inquiries promptly and professionally via phone, email, or other support platforms.
• Troubleshoot technical issues related to internet services, including fibre connectivity, modems, routers, and network performance.
• Guide customers through basic and advanced troubleshooting steps to resolve connectivity issues.
• Escalate unresolved or complex technical problems to the appropriate internal teams.
• Provide clear and accurate information about service offerings, product features, and technical requirements.
• Promote solutions that contribute to customer satisfaction and retention, including resolving billing concerns, offering upgrades, or ensuring follow-up on unresolved issues.
• Accurately document customer interactions and maintain up-to-date service records in internal systems.
• Meet or exceed performance metrics including response time, resolution rate, customer satisfaction, and retention goals.
•  Work collaboratively with internal departments to address customer needs and improve service delivery.
• Adhere to all company policies, quality standards, and regulatory compliance requirements.
• Proactively suggest process improvements and contribute to enhancing the overall customer experience

Behavioural Competencies Required:

• Deadline driven.
• Strong attention to detail and accuracy.
• Ability to work well under pressure and remain calm in challenging situations.
• Reliable and accountable for personal performance and service delivery.
• Proactive problem-solver with strong analytical skills.
• Team-oriented and supportive of colleagues.
• Committed to achieving personal and team goals.
• Receptive to feedback and able to follow instructions and procedures.
• Resilient and adaptable in a fast-paced environment

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