About Company
Econet Telecom Lesotho is a leading telecommunications company in Lesotho, dedicated to connecting people and communities across the nation. As part of the broader Econet Wireless Group, we are committed to providing innovative, reliable, and accessible communication solutions, including mobile, internet, and payment services. Our mission extends beyond connectivity; we strive to empower Basotho with technology that enhances daily life, fosters economic growth, and bridges digital divides. We pride ourselves on a culture of excellence, customer-centricity, and continuous innovation, fostering a dynamic and supportive environment for our employees to thrive and make a real impact.
Job Description
Are you a highly empathetic and articulate individual with a passion for helping customers? Econet Telecom Lesotho is seeking a dedicated Remote Email Support Agent to join our dynamic customer service team. In this pivotal role, you will be the primary point of contact for our valued customers, providing exceptional support and resolving inquiries through written communication. This fully remote position offers the flexibility to work from your home in Ha Ralipoli, Mafeteng, while still being an integral part of a collaborative and supportive team. You will be responsible for addressing a wide range of customer issues, from technical support and service activation to billing inquiries and general information requests. The ideal candidate will possess excellent written communication skills, a keen eye for detail, and the ability to troubleshoot problems effectively, ensuring every customer interaction is positive and productive. We are looking for someone who can maintain high standards of service delivery, even when working independently, and is committed to upholding Econet’s reputation for outstanding customer care.
Key Responsibilities
- Respond promptly and professionally to customer inquiries, complaints, and feedback received via email, ensuring clarity and accuracy in all communications.
- Diagnose and resolve customer issues related to mobile services, data connectivity, billing, and other product-specific questions by utilizing company resources and knowledge bases.
- Document all customer interactions, issues, and resolutions accurately and thoroughly in the customer relationship management (CRM) system.
- Escalate complex issues to the appropriate internal departments or senior support staff when necessary, ensuring a seamless customer experience.
- Maintain a deep understanding of Econet Telecom Lesotho's products, services, policies, and promotions to provide comprehensive and up-to-date information to customers.
- Adhere to established service level agreements (SLAs) and key performance indicators (KPIs) for response times, resolution rates, and customer satisfaction.
- Contribute to the continuous improvement of customer support processes by identifying trends, suggesting solutions, and sharing insights gained from customer interactions.
Required Skills
- Exceptional written communication and grammar skills in English, with the ability to convey complex information clearly and concisely.
- Strong problem-solving abilities and a methodical approach to troubleshooting customer issues.
- Proficiency in using email platforms, word processing software, and navigating digital systems.
- High level of empathy and patience, with a genuine desire to assist and satisfy customers.
- Self-motivated and disciplined, with the ability to work independently and manage time effectively in a remote work environment.
- Reliable internet connection and a conducive home office setup for focused work.
- Basic understanding of telecommunications services and mobile technology.
Preferred Qualifications
- At least 6 months of experience in a customer service role, preferably in a remote or contact center setting.
- Familiarity with CRM software or ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Experience working in the telecommunications industry.
- Ability to communicate in Sesotho is an added advantage.
Perks & Benefits
- Opportunity to work remotely from the comfort of your home in Ha Ralipoli, Mafeteng.
- Competitive salary package commensurate with experience and performance.
- Comprehensive training and onboarding program to ensure your success in the role.
- Opportunities for professional growth and career advancement within a leading telecom company.
- Supportive team environment and regular virtual team-building activities.
- Contribution to making a tangible impact on the lives of Basotho through reliable connectivity.
How to Apply
To apply for this exciting remote opportunity, please click on the application link below. On our careers page, search for ‘Email Support Agent’ or a similar customer service role, and submit your detailed resume and a compelling cover letter outlining your suitability for the position. Ensure your application clearly demonstrates your excellent written communication skills and your experience in customer support. We look forward to reviewing your application!