Job Description<\/p>\n
\tFrogfoot is in search of a Customer Service Agent to join the Customer Experience team.<\/p>\n
Purpose of the Role<\/p>\n
\tThis role is perfect for someone who enjoys providing exceptional customer service by\u00a0showing empathy, actively listening, and offering effective solutions to customer\u00a0queries.
\n\tSuccess in this role requires excellent communication skills and a strong\u00a0commitment to resolving customer issues promptly, professionally, and with a positive\u00a0customer experience in mind.<\/p>\n
Key Responsibilities<\/p>\n
\tProvide exceptional customer service by responding promptly and professionally to customer enquiries across phone, email, voice, and chat channels.
\n\tMaintain a positive, empathetic, and professional attitude toward customers at all times.
\n\tAcknowledge, investigate, and resolve customer complaints efficiently.
\n\tDeliver fast and effective resolutions while ensuring a smooth and supportive customer experience.
\n\tBuild customer loyalty and act as a customer advocate and brand ambassador.
\n\tInform customers about products, services, and solutions relevant to their needs.
\n\tKeep accurate records of customer interactions, queries, and complaints.
\n\tCollaborate and coordinate with colleagues and other departments to ensure customer issues are resolved effectively.
\n\tProvide feedback to help improve customer service processes and overall customer satisfaction.
\n\tDemonstrate attentiveness, empathy, and patience when serving customers, even in situations involving challenging or rude behaviour.<\/p>\n
What You\u2019ll Need to Know to Succeed in this Role,<\/p>\n
\tGrade 12\/ Matric.
\n\tCustomer Service or Contact Centre certification (advantageous).<\/p>\n
Technical or telecom-related short courses (advantageous), such as:<\/p>\n
\tCompTIA A+ or N+.
\n\tNetworking basics.
\n\tFibre or ISP-related training.
\n\tAbility to learn product and service information quickly and confidently.
\n\t1\u20132 years of customer service experience, preferably in a call centre, helpdesk,
\n\tISP, or telecommunications environment.
\n\tExperience dealing with customers across multiple channels (phone, email, chat, voice).
\n\tExperience handling customer complaints, escalations, or problem resolution.
\n\tExperience working in a performance-driven environment with customer satisfaction targets (e.g., CSAT, FCR).
\n\tExperience documenting customer interactions and following structured workflow processes.<\/p>\n
Skills That Will Help You Succeed<\/p>\n
\tExcellent communication skills, including active listening and clear verbal and
\n\twritten communication.
\n\tStrong problem-solving skills with an ability to suggest effective solutions.
\n\tService-oriented mindset with the ability to manage customer grievances professionally.
\n\tAbility to learn product and service information quickly.
\n\tAbility to stay calm, patient, and in control during challenging customer interactions.
\n\tAbility to document information accurately and follow processes consistently.
\n\tPersuasive speaking skills and the ability to use positive language to build trust.<\/p>\n
Qualities We Value at Frogfoot<\/p>\n
\tA people-first attitude and genuine empathy for customers.
\n\tStrong problem-solving ability and a proactive approach.
\n\tHigh levels of personal and professional ethics.
\n\tAdaptability and willingness to adjust in a fast-paced environment.
\n\tClear and confident communication skills.
\n\tSelf-control, patience, and the ability to manage stressful or confrontational interactions.
\n\tTaking responsibility and ownership of customer issues from start to completion.<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
frogfootcom.simplify.hr<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/frogfootcom.simplify.hr","_company_name":"Frogfoot Networks (Pty) Ltd","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"\"Frogfoot Networks is a leading open-access fibre infrastructure provider specializing in Fibre-to-the-Home (FTTH) and Fibre-to-the-Business (FTTB) services across South Africa. Established in 2010, the company has grown into one of the most respected fibre network operators in the country, committe... read mored to delivering world-class connectivity and exceptional customer service. In addition to our premium fibre solutions, we offer Frogfoot Rise, a flexible and affordable prepaid fibre service designed for underserved communities. With 7, 14, and 30-day packages, free installation, and no contracts, Rise makes fast, reliable internet accessible to more South Africans.\"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[24],"class_list":{"0":"post-37502","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-remote"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/37502","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=37502"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=37502"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=37502"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}