Customer Service Agent - Nutun

Here at Nutun the customer is our main focus as we are on a mission to provide the best service and customer experience in the telecommunication world. We treat our customers with the utmost respect and strongly believe that our customers should always be viewed as a person first and customer second. We dont accept anything less than excellent!
Job Purpose:
As a Customer Service Executive (Days), your main role will be responsible for ensuring the customer experience for our customers is outstanding and a step above our competitors. You will serve customers through various channels and ensure that you manage customer issues with compassion and understanding, executing timely resolutions to issues.
Key Responsibilities:
Customer Management: Provide a warm and friendly greeting to customers over the phone, via email, live chat, or social media, ensuring a positive start to all interactions.
Inquiry Handling: Respond promptly and accurately to customer inquiries about products, services, and company policies.
Issue Resolution: Efficiently and empathetically address and resolve customer complaints or issues to maintain customer satisfaction and loyalty. Do it right the first time!
Documentation: Accurately document customer interactions, feedback, and resolutions in the companys CRM system for future reference and analysis.
Follow-Up: Ensure customer issues are resolved by following up appropriately, proactively preventing customers from needing to inform us of their issues.
Technical Support: Troubleshoot simple and occasionally complex technical issues with customers through multiple contact channels.
Installation Support: Assist customers in amending their installation bookings by cancelling and rescheduling as required, advising them of the installation process, and explaining any issues delaying installation in easy-to-understand terms.
Billing Support: Assist with billing inquiries, amend invoices, and set up direct debits to ensure smooth invoice payments. Support customers experiencing financial difficulties with compassion and empathy, in line with company policy.
Customer Support: Suggest additional products or services that may benefit the customer, enhancing their experience (e.g., Mesh or VoIP calling).
Order Processing: Manage order modifications, cancellations, and re-contracts to ensure a seamless customer journey.
Sales Support: Provide detailed information about products, services, promotions, and policies to help customers make informed decisions.
Admin Support: Complete general admin tasks related to the support provided within the remit of Customer Service.
Continuous Learning: Stay updated with product knowledge, company updates, and industry trends to provide accurate and relevant information to customers.
Collaboration: Work with other departments to ensure timely resolution of customer issues while setting customer expectations and adhering to promises made.
Key Requirements
Previous Experience in Fibre
Previous Experience in Broadband
Previous Experience in Customer Service
Excellent Verbal and Written Communication Abilities
Strong Problem-Solving Aptitude
Capability to Grasp Technical Support Procedures and Resolve Simple and Complex Issues
Effective Organisation Skills for Managing Multiple Tasks
Keen Attention to Detail
High Adaptability to Adjust to Evolving Customer Demands and Company Procedures/System Changes
Ability to work rotation shifts

Published Date: 15 January 2026
Closing Date: 31 March 2026