Customer Engagement Consultant

About the role

We are seeking a Customer Engagement Consultant to be the first point of contact for our customers, guiding them through sign‑ups, internet service management, and ongoing support. You will interact across calls, email, chat and social media to ensure a seamless and valued experience.

Key responsibilities

• Respond to and resolve customer queries via chat, email, social media and phone.
• Identify query nature quickly and allocate or address them using your expertise.
• Create and manage tickets, documenting the issue, troubleshooting steps and resolution.
• Collaborate with the Network Operations Center (NOC) to escalate unresolved issues with complete ticket information.
• Meet and exceed KPIs for response time, resolution time, customer satisfaction and ticket handling.
• Contribute to continuous improvement of response protocols and process efficiency.

Required profile

• Matric/Grade 12 certificate; Diploma or Certificate in Customer Service is a plus.
• 2‑3 years of experience in a call‑center or customer service role.
• Experience with CRM or similar admin tools.
• Previous collaboration with a NOC is advantageous.
• Willingness to work shifts (7:00‑15:30 or 13:30‑22:00) and own reliable transportation.

Required skills

• CRM systems

What we offer

• Opportunities for personal and professional growth.
• Health insurance and provident fund.
• Group risk cover and access to an online wellness platform.