Customer Service Agent

About the role

Zeplin Investments Ltd is seeking a motivated Customer Service Agent to join its ISP team. The role focuses on handling customer interactions, resolving connectivity and billing issues, and ensuring a high level of service quality.

Key responsibilities

• Manage customer interactions through CRM and support ticketing systems, providing timely and effective resolutions.
• Troubleshoot internet connectivity problems and guide customers through clear, accurate solutions.
• Handle billing inquiries, process payments, and make account adjustments professionally.
• Explain service plans, upgrades, and changes to customers, ensuring compliance with company policies and regulations.
• Maintain accurate records of interactions, issues, and resolutions, and escalate unresolved matters to appropriate departments.
• Collect and analyze customer feedback to identify service gaps and support continuous improvement.

Required profile

• A diploma or bachelor’s degree in Business Administration, Communication, Public Relations, Information Technology, or a related field.
• Prior customer service experience, preferably in the ISP or telecommunications industry.
• Strong communication, interpersonal, and conflict‑resolution abilities.
• Ability to work independently and collaboratively in a fast‑paced environment.

Required skills

• Proficiency with CRM platforms.
• Experience using support ticketing systems.
• Technical knowledge for troubleshooting internet connectivity issues.

What we offer

• Lunch provided.
• Opportunities for career growth and professional development.
• A supportive, collaborative work environment.