About Company
Econet Telecom Lesotho is a leading telecommunications company in Lesotho, dedicated to connecting people and communities through innovative mobile and digital services. Since our inception, we have been at the forefront of technological advancement, providing reliable voice, data, and value-added services across the Kingdom. Our mission is to empower Basotho with world-class connectivity, fostering economic growth and social development. We believe in creating a vibrant workplace where talent is nurtured, diversity is celebrated, and every employee contributes to our collective success. Join Econet Telecom Lesotho and become part of a team that is shaping the future of communication in Lesotho, making a tangible difference in the lives of millions.
Job Description
Are you passionate about helping people and thrive in a dynamic, customer-centric environment? Econet Telecom Lesotho is seeking an enthusiastic and dedicated Customer Support Representative to join our team in Ha Sekake, Qacha’s Nek. This is an exciting opportunity to be the face and voice of Econet, providing exceptional service and technical assistance to our valued customers.
In this pivotal role, you will be the first point of contact for inquiries, issues, and feedback, ensuring every interaction leaves our customers feeling heard, valued, and satisfied. You will gain in-depth knowledge of our diverse product and service offerings, from mobile data packages and voice tariffs to innovative digital solutions, enabling you to guide customers through their queries with expertise and confidence. We are looking for individuals who possess strong problem-solving skills, excellent communication abilities, and a genuine desire to go above and beyond for our customers.
Your day will involve a variety of tasks, including resolving technical problems, assisting with account management, explaining billing details, and proactively identifying opportunities to enhance the customer experience. This role is perfect for someone who is patient, empathetic, and capable of maintaining a positive attitude even when faced with challenging situations. You will receive comprehensive training to equip you with all the tools and knowledge needed to excel, ensuring you are well-prepared to represent Econet Telecom Lesotho with pride and professionalism. If you’re eager to build a rewarding career in telecommunications and make a significant impact on customer satisfaction, we encourage you to apply and become a vital part of our growing family.
Key Responsibilities
- Provide front-line customer support via various channels (in-person, phone, email, chat) for Econet Telecom Lesotho services.
- Address customer inquiries, resolve issues, and provide accurate information regarding products, services, billing, and technical concerns.
- Troubleshoot mobile network, data, and device-related problems, escalating complex issues to appropriate departments when necessary.
- Educate customers on product features, service benefits, and optimal usage to enhance their experience.
- Process customer requests, including account activations, deactivations, plan changes, and service upgrades.
- Maintain detailed and accurate records of customer interactions and transactions in the CRM system.
- Identify opportunities to improve customer satisfaction and contribute to a positive brand image.
Required Skills
- Excellent verbal and written communication skills in English and Sesotho.
- Strong problem-solving and analytical abilities.
- Demonstrated empathy and patience when dealing with diverse customer needs.
- Ability to work effectively in a fast-paced and team-oriented environment.
- Proficiency in basic computer applications and willingness to learn new software.
- High school diploma or equivalent.
Preferred Qualifications
- Prior experience in a customer service or call center role, preferably within the telecommunications industry.
- A diploma or degree in a relevant field (e.g., Marketing, Business Administration, IT).
- Familiarity with CRM systems and customer service best practices.
- Basic technical understanding of mobile devices, internet connectivity, and telecommunication services.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and benefits package.
- Opportunities for professional growth and career advancement within Econet Telecom Lesotho.
- Extensive training and development programs.
- A supportive and collaborative work environment.
- Employee discounts on Econet products and services.
How to Apply
To seize this exciting opportunity and join our dedicated team, please click on the application link below. Ensure your resume highlights your relevant experience and communication skills. We look forward to reviewing your application!