About the Role
We’re creating a dedicated First-Line Support Team to handle the bulk of inbound client requests via
phone, email, and live chat. You’ll be the first point of contact for our clients — resolving
straightforward queries quickly and professionally, ensuring requests are logged accurately, and
escalating complex issues to specialist teams. This role is central to improving efficiency, client
satisfaction, and service quality.
Key Responsibilities
• Manage and monitor centralised inboxes, ensuring all requests are logged into our ticketing
system.
• Quickly triage requests, assess urgency, and capture all required details.
• Provide First Contact Resolution for common issues.
• Run basic first-line broadband and phone checks to assist with connectivity queries.
• Escalate complex queries to second-line teams with complete documentation.
• Keep clients informed on the status of their requests.
• Filter out spam to keep workflows clean.
• Maintain clear audit trails in the CRM.
Skills & Experience Required
• Matric (Grade 12) or equivalent.
• 1–2 years’ experience in customer service or technical support.
• Excellent spoken and written English; additional South African languages an advantage.
• Confident using ticketing and CRM systems.
• Strong organisational skills, attention to detail, and ability to multitask.
• Basic technical knowledge (e.g., internet troubleshooting, common software/hardware
issues).
Desirable
• Experience with telecoms, hosted telephony, or connectivity services.
What We Offer
• Competitive salary and benefits.
• Comprehensive onboarding and training.
• A collaborative, supportive work culture.
• Career growth opportunities as the team expands
To apply for this job email your details to jobs@alfonica.com.