About Company
Econet Telecom Lesotho (ETL) is a leading telecommunications company in Lesotho, committed to connecting communities and empowering individuals through innovative digital solutions. As a subsidiary of the larger Econet Wireless Group, we are at the forefront of driving technological advancement and providing reliable, accessible communication services across the country. Our mission extends beyond simply offering network connectivity; we aim to enrich lives, foster economic growth, and build a more inclusive digital future for all Basotho. We pride ourselves on a culture of innovation, customer-centricity, and unwavering dedication to service excellence. Joining Econet Telecom Lesotho means becoming part of a dynamic team that is passionate about making a tangible difference in the lives of millions, providing opportunities for professional growth in a supportive and forward-thinking environment. We believe in nurturing talent, encouraging continuous learning, and celebrating success together as we continue to shape the future of telecommunications in Lesotho.
Job Description
Are you a proactive, empathetic, and highly organized individual with a passion for helping customers succeed? Econet Telecom Lesotho is seeking a dedicated Customer Success Assistant to join our remote team. In this pivotal role, you will be the front-line support and a key advocate for our valued customers, ensuring they receive exceptional service and derive maximum value from our products and services. This remote position offers the flexibility to work from your preferred location within Ha Ntema, Mafeteng, while being an integral part of a vibrant, collaborative team. You will play a crucial role in building and maintaining strong customer relationships, identifying customer needs, resolving inquiries, and proactively engaging to enhance satisfaction and loyalty. If you thrive in a fast-paced environment, possess excellent communication skills, and are committed to fostering positive customer experiences, we encourage you to apply. This is an incredible opportunity to grow your career in the telecommunications industry with a market leader, contributing directly to our mission of connecting Lesotho.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing timely and accurate responses.
- Assist customers with product onboarding, service activation, and general troubleshooting of basic technical issues.
- Proactively engage with customers to gather feedback, understand their needs, and identify opportunities for service improvement.
- Maintain accurate and detailed records of customer interactions and service requests in our CRM system.
- Collaborate closely with Customer Success Managers and other internal teams to escalate complex issues and ensure timely resolution.
- Educate customers on new product features, service updates, and best practices to maximize their service utilization.
- Monitor customer satisfaction metrics and contribute to initiatives aimed at enhancing customer loyalty and retention.
- Prepare regular reports on customer feedback, common issues, and service performance to inform strategic decisions.
Required Skills
- Proven experience in a customer service or support role (minimum 1 year).
- Exceptional verbal and written communication skills in both English and Sesotho.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- High degree of empathy and emotional intelligence, with the ability to handle challenging customer situations gracefully.
- Proficiency in using customer relationship management (CRM) software and other office productivity tools.
- Ability to work independently and manage time effectively in a remote work environment.
- Excellent organizational skills and attention to detail.
- Reliable internet connection and a conducive home office setup for remote work.
Preferred Qualifications
- Associate's or Bachelor's degree in Business Administration, Communications, or a related field.
- Prior experience in the telecommunications or technology industry.
- Familiarity with cloud-based communication tools and virtual collaboration platforms.
- Demonstrated ability to adapt to new technologies and processes quickly.
Perks & Benefits
- Competitive monthly salary with potential for performance-based incentives.
- Opportunity for professional development and career advancement within a leading company.
- Flexibility of remote work, allowing for a better work-life balance.
- Access to ongoing training and learning resources.
- Contribution to a dynamic and impactful industry.
- Supportive and collaborative team environment.
How to Apply
Interested candidates who meet the above criteria are encouraged to submit their comprehensive CV and a cover letter detailing their relevant experience and why they are the ideal fit for this remote role. Please highlight your proficiency in both English and Sesotho. Click on the link below to apply for the job.