Job Description

Fibertime is inviting applications for a Walk-In Service Centre Agent position based in Alexandra, Gauteng.

This role is for a customer-focused individual who will be stationed at Fibertime’s walk-in service centre.

The successful candidate will be the face of Fibertime for customers who visit in person and must be able to provide high-quality customer service in a busy service centre environment.

The role involves managing queues, handling walk-in customer queries, resolving complaints, communicating with internal departments and de-escalating tense situations professionally and with care.

The successful candidate must understand Fibertime’s services and be able to manage customer expectations clearly and empathetically from the moment customers walk through the door.

Responsibilities

The successful candidate will be responsible for:

• Delivering high-level customer service to all walk-in customers.
• Managing queues and customer flow within the service centre.
• Liaising with internal departments to resolve customer issues.
• Working with Platform, Product, NetOps and Maintenance teams where required.
• Managing customer expectations clearly and professionally.
• De-escalating high-tension or conflict situations with empathy and composure.
• Resolving customer queries and complaints with urgency.
• Maintaining a thorough understanding of Fibertime’s services.
• Keeping accurate records of customer interactions.
• Recording query outcomes clearly.
• Contributing to a welcoming and organised service centre environment.
• Supporting customers who need help with fibre or telecommunications-related queries.
• Handling multiple customers and competing priorities in a professional way.

Requirements

Applicants must meet the following requirement:

• Customer Service Agent experience.

Preferences

The following will be an advantage:

• English communication ability.
• Clear criminal record.

Application Process

Applicants may be required to complete application assessments and answer screening questions.

Assessment Required

• Customer Centric Potential Work Performance Assessment Battery

Questions Required During Application

Applicants may be asked:

• Do you have experience working in a customer-facing service environment such as a branch or service desk?
• Are you comfortable managing multiple customers and competing priorities at the same time?
• Are you comfortable learning and working with technical systems, platforms or tools related to fibre or telecommunications services?
• A customer is visibly frustrated because they have been without internet for five days and feel ignored after multiple calls to the call centre. Record a short voice note explaining how you would approach and handle this customer from the moment they walk up to your desk.

Skills

• Customer service
• Walk-in customer support
• Queue management
• Conflict de-escalation
• Complaint handling
• Customer communication
• Telecommunications support
• Fibre service support
• Service centre operations
• Customer expectation management
• Recordkeeping
• Internal department coordination
• Problem-solving
• Working under pressure
• Empathy
• Professional conduct
• Multitasking
• Attention to detail