About Company
Mauritius Telecom is the leading telecommunications operator and service provider in Mauritius, committed to connecting the nation with world-class communication solutions. As a pioneer in the industry, we offer a comprehensive suite of services including fixed-line, mobile (Cellplus), internet (My.T), and television (My.T Home), alongside innovative business solutions. Our mission is to enhance the lives of Mauritians by providing reliable, affordable, and cutting-edge technology. We are dedicated to fostering a culture of innovation, customer excellence, and continuous growth for our employees. Joining Mauritius Telecom means becoming part of a team that is at the forefront of digital transformation in the region, shaping the future of connectivity and making a tangible impact on individuals and businesses alike.
Job Description
Are you a natural communicator with a passion for helping others? Do you thrive in a dynamic, customer-focused environment where every interaction makes a difference? Mauritius Telecom, the leading telecommunications provider in Mauritius, is seeking enthusiastic and dedicated Call Center Agents to join our vibrant customer service team in Moka. As the primary point of contact for our valued customers, you will be the voice of our brand, playing a crucial role in shaping their experience with us.
In this fast-paced and rewarding role, you will be instrumental in providing first-class support across our diverse range of services, including fixed-line, mobile, internet, and TV. You will engage with customers from all walks of life, addressing inquiries, resolving technical issues, and ensuring their overall satisfaction. This isn’t just about answering calls; it’s about building relationships, understanding needs, and offering effective solutions with a friendly and professional demeanor. You’ll navigate through various systems and tools to diagnose problems, explain complex information clearly, and guide customers through troubleshooting steps. Your ability to listen actively, empathize with customer concerns, and maintain a positive attitude under pressure will be key to your success.
You will be an integral part of our frontline operations, ensuring that every customer interaction reflects our commitment to quality and reliability. From guiding a new subscriber through their initial setup to assisting a long-term client with a service upgrade, your professionalism and expertise will leave a lasting positive impression. This role demands a keen eye for detail and the ability to accurately document customer interactions, ensuring follow-up actions are seamless and efficient. You will also have opportunities to identify potential sales leads or areas for service enhancement, contributing not just to customer satisfaction but also to the company’s growth and innovation. Mauritius Telecom is more than just a service provider; we are a key enabler of digital transformation in Mauritius, and your role will directly support this mission by ensuring our customers have a smooth and uninterrupted experience. We pride ourselves on a culture of continuous learning and improvement, offering our team members clear pathways for career progression within the telecommunications industry. If you are eager to embark on a fulfilling career where your contributions are recognized and valued, and you possess the drive to make a tangible difference in people’s daily lives through connectivity, then this is the perfect opportunity for you. Join us and be part of a team committed to delivering exceptional customer experiences every day.
Key Responsibilities
- Answer incoming calls and respond to customer inquiries regarding products, services, billing, and technical support.
- Provide accurate information and solutions to customer issues in a timely and professional manner.
- Troubleshoot basic technical problems for fixed-line, mobile, internet, and TV services.
- Escalate complex issues to appropriate departments for resolution and follow up to ensure customer satisfaction.
- Accurately document all customer interactions and transactions in the CRM system.
- Identify and escalate priority issues according to company guidelines.
- Maintain a high level of customer satisfaction by providing courteous and efficient service.
- Adhere to company policies, procedures, and call quality standards.
- Identify opportunities for upselling or cross-selling products and services when appropriate.
Required Skills
- Excellent verbal and written communication skills in English and French (Creole proficiency is a strong advantage).
- Strong active listening skills and ability to empathize with customer needs.
- Exceptional problem-solving abilities and a calm demeanor under pressure.
- Proficiency in basic computer applications and ability to navigate multiple systems simultaneously.
- Customer-centric mindset with a passion for delivering outstanding service.
- Ability to work effectively in a fast-paced team environment.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in a call center or customer service role (1+ years).
- Knowledge of telecommunications products and services.
- A diploma or higher education in a related field.
- Fluency in additional languages relevant to the Mauritian context.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Extensive training and development programs.
- Opportunities for career growth and advancement within a leading company.
- Modern and supportive work environment.
- Employee discounts on Mauritius Telecom products and services.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume and cover letter highlight your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application and potentially welcoming you to the Mauritius Telecom family!