Customer Service Agent - JHB at Frogfoot Networks (Pty) Ltd

Purpose of the Role

• This role is perfect for someone who is passionate about delivering exceptional customer experiences and enjoys helping people solve problems. As a Customer Service Agent, you will be the first point of contact for our customers, providing professional, empathetic, and efficient support across multiple communication channels.
• You will play a key role in building customer trust and loyalty by resolving queries, managing complaints, and ensuring every interaction reflects Frogfoot's commitment to outstanding service. Success in this role requires strong communication skills, a customer-first mindset, and the ability to remain calm and solution-focused in a fast-paced environment.

Key Responsibilities

As a Customer Service Agent, you will:

• Respond to customer enquiries via phone, email, chat, and other communication channels.
• Deliver a professional, friendly, and customer-centric experience in every interaction.
• Investigate, manage, and resolve customer complaints and service-related queries.
• Take ownership of customer issues and ensure timely and effective resolution.
• Educate customers on Frogfoot products, services, and solutions.
• Accurately capture and maintain customer records, interactions, and case notes.
• Work closely with internal teams to resolve customer concerns and improve service delivery.
• Identify recurring customer issues and provide feedback to support continuous improvement initiatives.
• Act as a brand ambassador by promoting customer trust, loyalty, and satisfaction.
• Maintain service standards and contribute to achieving team performance objectives.

What You’ll Need to Know

To be successful in this role, you’ll need:  

• Grade 12 (Matric).
• A customer service or contact centre qualification will be advantageous.
• Basic understanding of telecommunications, networking, internet services, or fibre technology would be beneficial.
• Knowledge of customer service principles and best practices.
• Ability to quickly learn and understand new products, systems, and processes.
• Understanding of customer service performance measures such as customer satisfaction and first-call resolution.

Experience That Will Set You Apart

We’ll be especially excited to meet candidates who have:

• 1–2 years' experience in a customer service, call centre, helpdesk, ISP, or telecommunications environment.
• Experience supporting customers across multiple communication channels.
• A proven ability to manage customer complaints and escalations effectively.
• Experience working in a target-driven or performance-based environment.
• Exposure to documenting customer interactions and following structured processes.
• Experience within the telecommunications, fibre, ISP, or technology industry.

Skills That Will Help You Succeed

• Excellent verbal and written communication skills.
• Strong active listening and questioning techniques.
• Problem-solving and critical-thinking ability.
• Customer-focused mindset with a passion for service excellence.
• Ability to remain calm and professional under pressure.
• Strong attention to detail and administrative accuracy.
• Effective time management and organisational skills.
• Ability to work collaboratively within a team environment.
• Confidence in handling difficult conversations with empathy and professionalism.

Qualities We Value at Frogfoot

At Frogfoot, we're looking for people who:

• Put customers first and genuinely care about helping others.
• Take ownership and accountability for their work.
• Demonstrate integrity and professionalism in every interaction.
• Embrace change and adapt quickly in a fast-paced environment.
• Communicate openly, honestly, and respectfully.
• Show resilience when faced with challenges.
• Are proactive, solution-oriented, and eager to learn.
• Work collaboratively and contribute positively to team success.