Customer Service Representative - Telecommunications
Overview
Telecommunications Customer Service Representatives support customers with mobile, internet, and communication service issues, providing technical troubleshooting, billing support, and product information while managing high call volumes in a fast-paced environment.
- 1Assist customers with technical issues (connectivity, device setup, network coverage)
- 2Explain billing statements and resolve billing disputes
- 3Process service changes including upgrades, downgrades, and cancellations
- 4Troubleshoot device and network connectivity problems
- 5Activate new services and SIM cards
- 6Educate customers on data management and service features
- 7Process insurance claims and device replacement requests
- 8Retain customers by resolving complaints and offering retention deals
- 9Upsell and cross-sell products (devices, bundles, value-added services)
- 10Document interactions and escalate technical issues to specialized teams
- 11Meet average handle time, quality, and customer satisfaction targets
- 12Stay informed on new products, tariffs, and network updates
Education
Matric/Grade 12 essential
Experience
0-2 years customer service; technical or telco experience beneficial
Skills
- ✓Technical troubleshooting aptitude
- ✓Mobile technology and device knowledge
- ✓Billing systems and tariff structures
- ✓Customer retention and negotiation
- ✓Multi-tasking across systems during calls
- ✓Clear communication of technical concepts
- ✓Complaint handling and de-escalation
- ✓Sales and persuasion abilities
Setting
Large contact center environment with multiple call queues
Hours
24/7 shift rotation including nights, weekends, and holidays
Travel
None - contact center or remote work
Physical Demands
Low - seated desk work with headset use
Salary Range
R6,500 - R12,000 per month
Structure
Base salary plus shift differentials, sales commission, and monthly incentives
Benefits
Medical aid, data and airtime allowances, device discounts, shift premiums
Challenges
- •Managing angry customers with service disruptions
- •Complex billing systems and frequent tariff changes
- •High pressure to retain customers considering cancellation
- •Balancing technical support with sales targets
Opportunities
- •Career growth to technical support specialist or team leader
- •Transition to network operations or technical roles
- •Development opportunities through technology training
- •Experience applicable to global telco companies
Industry Trends
- •5G technology and new service offerings
- •Self-service portals reducing routine call volumes
- •AI-powered troubleshooting assistance for agents
- •Focus on digital-native customer communication preferences
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