About Company
Econet Wireless Zimbabwe is a leading telecommunications company in Zimbabwe, renowned for its innovative mobile technology, extensive network coverage, and commitment to connecting communities. As part of the larger Cassava Smartech group, Econet offers a comprehensive suite of services including mobile voice and data, financial services (EcoCash), digital platforms, and enterprise solutions. We are dedicated to pioneering digital inclusion and enhancing the lives of our customers through reliable and accessible communication technologies. At Econet, we believe in fostering a dynamic and inclusive work environment that encourages growth, innovation, and a strong focus on customer satisfaction. Join our team and be part of a company that is shaping the future of connectivity in Zimbabwe.
Job Description
Are you a highly organized, empathetic, and detail-oriented individual with a passion for exceptional customer service? Econet Wireless Zimbabwe is looking for a dedicated Work Remotely Email Support Specialist to join our dynamic customer care team. In this pivotal role, you will be the first point of contact for our valued customers, providing timely, accurate, and professional support via email regarding a wide range of inquiries related to our mobile services, data packages, EcoCash, and other digital products. This is an exciting opportunity to leverage your communication skills in a remote setting, offering you the flexibility to manage your schedule while contributing to a leading telecommunications brand.
As an Email Support Specialist, you will be instrumental in ensuring a seamless and positive customer experience. Your daily tasks will involve troubleshooting technical issues, assisting with account management, explaining product features, and resolving billing discrepancies, all through clear and concise written communication. We are seeking someone who can not only solve problems efficiently but also build rapport and trust with customers through their responses. You will be an expert in our products and services, continuously learning and adapting to new offerings and customer needs. This role demands a high degree of independence, requiring you to be self-motivated and capable of managing your workload effectively from your home office. While working remotely, you’ll remain an integral part of our customer service family, participating in virtual team meetings and training sessions to stay connected and continuously improve. If you thrive in a fast-paced environment and are committed to maintaining Econet’s high standards of customer satisfaction, we encourage you to apply.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, ensuring all queries are resolved accurately and efficiently.
- Provide comprehensive support for mobile voice and data services, EcoCash, and other digital products and services.
- Troubleshoot technical issues, guide customers through solutions, and escalate complex problems to relevant departments when necessary.
- Maintain detailed and accurate records of customer interactions and resolutions using our CRM system.
- Educate customers on product features, service changes, and promotional offers.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
- Collaborate with internal teams to improve customer experience and streamline support processes.
- Continuously update knowledge on new products, services, and company updates to provide up-to-date information.
Required Skills
- Exceptional written communication and grammar skills in English.
- Proficiency in using email support platforms and CRM software.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and manage time effectively in a remote environment.
- Demonstrated empathy and patience when dealing with customer concerns.
- Minimum of 1 year of experience in a customer service or support role.
- Reliable high-speed internet connection and a dedicated home office space.
Preferred Qualifications
- A diploma or degree in Communications, Business Administration, or a related field.
- Prior experience in a remote customer support role.
- Familiarity with telecommunications products and services.
- Experience with Zendesk, Salesforce Service Cloud, or similar customer support software.
- Ability to communicate in local Zimbabwean languages (e.g., Shona, Ndebele) is a plus.
Perks & Benefits
- Competitive annual salary.
- Flexible working hours to promote work-life balance.
- Opportunity to work from the comfort of your home.
- Comprehensive health and wellness benefits.
- Ongoing training and professional development opportunities.
- Access to a supportive and collaborative virtual team environment.
- Career growth potential within a leading telecommunications company.
How to Apply
If you are passionate about providing excellent customer service and ready to join a forward-thinking team, we encourage you to apply! Please click on the application link below to visit our careers page. Search for ‘Email Support Specialist’ or similar customer service roles and submit your detailed resume and a compelling cover letter outlining your relevant experience and why you are the ideal candidate for this remote position.
