Customer Support & Sales Coordinator

About the role

The Jem Mobile Support and Sales Coordinator delivers excellent service to customers via WhatsApp, calls and email, guiding them from sign‑up through device management and issue resolution. The role also identifies genuine upsell opportunities for devices and data plans.

Key responsibilities

• Handle customer queries on sign‑ups, devices, data plans, billing and deliveries through WhatsApp, phone and email.
• Run discovery conversations to understand problems and provide solution‑driven responses.
• Track phone and SIM orders end‑to‑end, keeping customers informed throughout the journey.
• Escalate complex or technical issues quickly to operations or product teams.
• Document feedback, identify patterns and recommend process or system improvements.
• Analyse support data in Excel and Google Sheets, reporting on trends, response times and satisfaction metrics.

Required profile

• Patient, helpful and calm under pressure.
• Clear communicator in writing and on calls.
• Sales background with a comfortable, non‑pushy upsell approach.
• Proactive, dependable, organised with strong attention to detail.
• Customer‑first mindset seeking a long‑term career in customer‑facing roles.

Required skills

• Excel
• Google Sheets

What we offer

• Hybrid work environment with three days per week in our Johannesburg office.
• Competitive salary and benefits including medical aid contribution, retirement annuity contribution and lunch four times a week.
• 22 days of annual leave.
• Growth opportunities into leadership, operations or product roles as the company scales.
• Daily learning across customer service, product and operations with mentorship from the head of customer.
• Feedback on every application.