Mobile Support Executive – Bedfordview

About the role

As a Mobile Support Executive you will provide end‑to‑end support for mobile services, ensuring clients receive accurate, efficient, and professional assistance. The role is highly pressurised and requires strong multi‑tasking ability.

Key responsibilities

• Serve as the main point of contact for mobile‑related queries via phone, email, and online chat.
• Troubleshoot and resolve issues related to network, connectivity, SIMs, devices, and service activations.
• Guide clients through new line activations, number porting, transfer of ownership, and plan changes.
• Monitor and escalate service‑affecting issues to relevant teams to ensure timely resolution.
• Coordinate with internal departments (telecoms, credit control, retail, billing) to deliver effective solutions.
• Maintain detailed records of all client interactions, cases, and resolutions on CRM platforms.
• Support onboarding of new clients, ensuring mobile services are set up correctly and efficiently.
• Identify recurring issues and report trends to management for process improvements.
• Contribute to an excellent customer experience by anticipating client needs and offering proactive support.

Required profile

• Strong written and verbal English communication.
• Matric Certificate / NQF Level 4 (or equivalent).
• Capable of handling complex phone calls regarding mobile support.
• Competent in Office 365, Outlook, Word, Excel, PowerPoint.
• Able to work with a variety of systems/portals.
• Solutions‑driven mindset with the ability to troubleshoot and resolve issues independently.

Required skills

• Office 365
• Outlook
• Word
• Excel
• PowerPoint
• CRM platforms