Customer Service Agent

About Us Zeplin Investments Ltd is a leading Internet Service Provider (ISP) dedicated to delivering reliable connectivity and exceptional customer service. We specialize in providing tailored solutions to our clients while upholding the highest standards of operational excellence. Position Overview We are looking for a highly skilled and motivated Customer Service Agent to join our team. This role plays a key part in managing customer interactions, ensuring timely resolution of inquiries, and maintaining outstanding service standards.

The ideal candidate will have proven experience in customer support, preferably within the ISP or telecommunications industry, and will contribute to both operational efficiency and customer satisfaction. Key Responsibilities Manage customer interactions through CRM and support ticketing systems, ensuring timely and effective resolution. Provide technical support for customers experiencing internet connectivity issues through clear and accurate troubleshooting. Handle billing inquiries, process payments, and manage account adjustments with accuracy and professionalism. Educate customers on service plans, available upgrades, and changes to their accounts or service terms. Ensure all customer interactions align with company policies, quality standards, and regulatory requirements.

Mentor and guide junior support agents by providing feedback and coaching to uphold service excellence. Maintain accurate records of customer interactions, service issues, and resolutions. Escalate unresolved matters to the relevant departments for timely resolution. Identify opportunities to improve customer satisfaction and retention by addressing service gaps. Collect and analyze customer feedback to support continuous service improvement. Collaborate with Sales, Technical Support, and Network Operations teams to deliver a seamless customer experience. Requirements A minimum of a Diploma or Bachelor's degree in Business Administration, Communication, Public Relations, Information Technology or a related field.

Proven experience of 2-4 years in a customer service role, preferably within the ISP or telecommunications industry. Strong technical acumen with the ability to troubleshoot internet connectivity effectively and related technical issues. Proficiency in using CRM platforms and support ticketing systems. Excellent communication, interpersonal, and conflict-resolution skills. Ability to work both independently and collaboratively in a fast-paced environment. Demonstrated leadership abilities, with experience mentoring or training junior customer service staff considered an advantage. High level of attention to detail, with strong organizational and documentation skills. Benefits Lunch is provided. Opportunities for career growth and professional development.

A supportive and collaborative work environment.