Customer Experience Agent - Front Line (Pipeline)

Role Purpose

• The Customer Experience Agent – Front Line serves as the first point of contact for customers across multiple service channels, delivering professional, efficient, and customer-centric support. The role is responsible for addressing customer enquiries, resolving service-related issues, processing requests, and ensuring a seamless customer experience at every interaction.
• The successful agent will build positive customer relationships through proactive engagement, effective communication, and timely resolution of customer needs. A strong focus of the role is to deliver exceptional customer service, enhance customer satisfaction, and contribute to customer retention by providing a differentiated, best-in-class experience.

Key Accountabilities

• Manage inbound customer interactions across voice, email, chat, WhatsApp, social media, and other digital platforms.
• Provide customers with accurate information regarding products, services, processes, and policies.
• Handle customer enquiries and service requests efficiently and professionally.
• Resolve customer issues at first point of contact where possible.
• Escalate complex customer concerns through the appropriate channels and ensure follow-through until resolution.
• Process customer transactions, service requests, amendments, and orders accurately.
• Maintain comprehensive and accurate records of all customer interactions within the CRM system.
• Deliver consistent service in line with customer experience standards and operational objectives.
• Educate customers on available self-service and digital solutions.
• Support customers with basic troubleshooting and service guidance where applicable.
• Identify opportunities to improve customer experience and customer retention.
• Meet individual and team performance targets, including quality, productivity, and customer satisfaction metrics.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Engage across all digital platforms, WhatsApp, email, chat, voice, web, etc.

Performance Expectations

• Achieve First Contact Resolution FCR wherever possible.
• Meet or exceed customer satisfaction CSAT and service quality targets.
• Deliver an exceptional customer experience across all customer touchpoints.
• Meet operational KPIs, including productivity, quality, adherence, and service levels.
• Demonstrate professionalism and empathy in all customer interactions.
• Ensure timely resolution and follow-up of customer enquiries.
• Maintain high levels of accuracy when processing customer requests.
• Support customer retention initiatives through effective problem-solving and service excellence.

Customer Focus

• Passion for delivering excellent customer service.
• Ability to build trust and rapport with customers.
• Strong understanding of customer needs and expectations.

Communication

• Excellent verbal and written communication skills.
• Ability to communicate clearly, professionally, and empathetically.
• Ability to write professional business emails and customer correspondence

Problem Solving

• Strong analytical and troubleshooting skills.
• Ability to identify root causes and provide effective solutions.
• Sound judgment when handling customer issues and escalations.

Technical & Operational

• Proficiency in customer service systems and CRM platforms.
• Strong keyboard and typing skills.
• Ability to navigate multiple systems simultaneously.
• Working across various customer engagement channels voice, chat, email, social media, and messaging platforms.

The ideal candidate for this role will have

• Matric / Grade 12 Essential
• Relevant customer service courses, certifications, or short programmes.
• Minimum 2 years' experience in a customer-facing environment.
• Minimum 2 years' experience within the telecommunications industry Essential.

This is a 12 month Fixed Term Contract position

Closing date for Applications: 22 September 2026