Customer Experience Agent – Durbanville, Cape Town

About the role

Join a customer‑focused Internet Service Provider that delivers fibre services across South Africa. As a Customer Experience Agent you will manage the entire customer journey, from onboarding new users to handling ongoing support, installations and billing enquiries.

Key responsibilities

• Provide phone, email and WhatsApp support using a professional telephone manner.
• Process new customer orders and coordinate installations with Fibre Network Operators.
• Maintain accurate customer records, manage billing enquiries and update account information.
• Log and resolve support tickets using CRM/ticketing systems.
• Oversee the customer journey from sales administration through post‑sale support in a fast‑paced environment.

Required profile

• Minimum 3 years of customer service experience.
• Matric qualification.
• Excellent written and verbal English communication skills.
• Strong administrative, organisational and computer literacy abilities.
• Ability to work calmly under pressure, be proactive and a team player.

Required skills

• Experience with CRM or ticketing systems.
• Familiarity with Splynx, TelecoGlue, Soliditech, Freshdesk or Zendesk.
• Knowledge of fibre services, ONTs, routers and provisioning.

What we offer

• Competitive gross salary ranging from R18,000 to R22,000 per month, dependent on experience.
• Opportunity to work within a leading ISP environment.