About Company
Mauritius Telecom is the leading provider of ICT services in Mauritius, offering a comprehensive range of voice, data, internet, and mobile services. With a rich history of connecting people and businesses across the island, we are committed to innovation, customer satisfaction, and playing a vital role in the nation’s digital transformation. Our mission is to enhance the lives of Mauritians through world-class telecommunication services and technology. We believe in fostering a dynamic and inclusive work environment where every employee can thrive and contribute to our shared success. Join our dedicated team and be a part of an organization that shapes the future of communication in Mauritius.
Job Description
Are you a highly articulate and empathetic individual with a passion for helping people? Mauritius Telecom is seeking a dynamic Customer Service Representative to join our team in Triolet. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support and ensuring their satisfaction across various communication channels. You will address inquiries, resolve issues, and provide information regarding our extensive range of products and services, including mobile, internet, fixed line, and enterprise solutions.
We are looking for someone who thrives in a fast-paced environment, possesses excellent problem-solving abilities, and can maintain a calm and professional demeanor under pressure. Your ability to listen attentively, communicate complex information clearly, and build rapport will be crucial in delivering a superior customer experience. This role goes beyond just answering calls; it’s about understanding customer needs, identifying opportunities to enhance their service, and acting as a trusted advisor. You will be instrumental in maintaining Mauritius Telecom’s reputation for outstanding service and reliability. If you are passionate about communication, dedicated to service excellence, and eager to contribute to a leading telecommunications company, we encourage you to apply. This is an exciting opportunity to grow your career within a supportive and innovative environment, making a real difference in how our community stays connected.
Key Responsibilities
- Serve as the primary point of contact for customers, handling inquiries via phone, email, and potentially in-person channels.
- Provide accurate information about Mauritius Telecom products, services, promotions, and billing details.
- Diagnose and resolve customer issues efficiently, including technical troubleshooting for internet, mobile, and fixed line services.
- Escalate complex problems to the appropriate departments while maintaining clear communication with the customer.
- Process service requests, activations, deactivations, and modifications to customer accounts with precision.
- Educate customers on self-service options and features available to them.
- Document all customer interactions accurately in the CRM system.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Identify opportunities to upsell or cross-sell suitable products and services based on customer needs.
- Contribute to a positive team environment and continuously seek to improve customer satisfaction.
Required Skills
- Excellent verbal and written communication skills in English and French.
- Strong active listening and comprehension abilities.
- Proficiency in using CRM software and other customer service tools.
- Demonstrated problem-solving and analytical skills.
- Ability to work effectively in a fast-paced, customer-focused environment.
- High level of empathy and a customer-centric approach.
- Basic computer literacy and ability to learn new software quickly.
Preferred Qualifications
- A diploma or degree in Business Administration, Communication, or a related field.
- Previous experience in a customer service role, preferably within the telecommunications industry.
- Familiarity with telecommunication products and services (e.g., broadband, mobile data, VoIP).
- Proficiency in Creole.
- Experience with SAP or similar enterprise resource planning systems.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness programs.
- Opportunities for professional development and career growth.
- Employee discounts on Mauritius Telecom products and services.
- A collaborative and supportive work environment.
- Paid time off and public holidays.
- Pension scheme contributions.
How to Apply
Interested candidates are invited to apply by clicking on the application link below. Please ensure your resume highlights your relevant experience and qualifications.