Customer Service Agent Level 1 - JHB at Frogfoot Networks (Pty) Ltd

Purpose of the Role

• This role is perfect for someone who enjoys helping people, solving problems, and delivering exceptional customer experiences. As a Customer Service Agent Level 1, you'll be the first point of contact for our customers, providing support, guidance, and solutions across multiple communication channels.
• Your ability to listen, empathise, and take ownership of customer queries will play a key role in building customer loyalty and strengthening the Frogfoot brand.

Key Responsibilities

As a Customer Service Agent Level 1, you will:

• Deliver exceptional customer service across phone, email, chat, and voice channels.
• Respond to customer enquiries professionally, promptly, and with empathy.
• Investigate, resolve, and follow up on customer complaints and service-related queries.
• Provide customers with accurate information about Frogfoot products, services, and solutions.
• Take ownership of customer issues and ensure they are resolved from start to finish.
• Build trust and long-term relationships by creating positive customer experiences.
• Maintain accurate records of customer interactions and resolutions.
• Collaborate with internal teams to ensure customer concerns are addressed efficiently.
• Identify opportunities to improve customer satisfaction and provide feedback on service processes.
• Remain calm, patient, and professional when managing challenging customer interactions.

What You'll Need to Know

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

• A Grade 12 / Matric qualification.
• The ability to quickly learn and confidently explain products, services, and processes.
• An understanding of customer service principles and best practices.
• Strong communication skills across multiple channels, including phone, email, and chat.
• The ability to manage customer concerns professionally while maintaining a positive attitude.
• A commitment to delivering excellent customer experiences and achieving service targets.

Advantageous Qualifications:

• Customer Service or Contact Centre Certification.

Technical or telecommunications-related certifications or short courses, such as:

• CompTIA A+
• CompTIA N+
• Networking Fundamentals
• Fibre or ISP-related training

Experience That Will Set You Apart

We're especially interested in candidates who have:

• 1–2 years of customer service experience within a call centre, ISP, telecommunications, helpdesk, or technical support environment.
• Experience supporting customers across multiple communication channels.
• A track record of resolving customer complaints and managing escalations effectively.
• Experience working within customer service performance metrics such as CSAT, FCR, or service-level targets.
• Experience accurately documenting customer interactions and following structured workflows.

Skills That Will Help You Succeed

• Excellent verbal and written communication skills.
• Active listening and strong interpersonal skills.
• A solution-focused approach to problem solving.
• The ability to remain calm under pressure and navigate difficult conversations confidently.
• Strong attention to detail and accurate record-keeping skills.
• Adaptability and a willingness to learn in a fast-paced environment.
• Positive language and persuasive communication skills that help build customer trust.
• Time management and organisational skills that enable you to manage multiple priorities effectively.

Qualities We Value at Frogfoot

At Frogfoot, we look for people who:

• Put customers at the heart of everything they do.
• Demonstrate empathy, professionalism, and respect in every interaction.
• Take ownership and accountability for their work.
• Are proactive problem-solvers who focus on solutions rather than obstacles.
• Communicate clearly, confidently, and authentically.
• Show resilience and composure during challenging situations.
• Act with integrity and uphold high ethical standards.
• Embrace change and thrive in a dynamic, evolving environment.
• Work collaboratively and contribute positively to the success of the team.