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
- 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
- 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
Published Date: 13 January 2026
Closing Date: 20 January 2026
