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

Purpose of the Role

• This role is perfect for someone who enjoys providing exceptional customer service by showing empathy, actively listening, and offering effective solutions to customer queries.
• Success in this role requires excellent communication skills and a strong commitment to resolving customer issues promptly, professionally, and with a positive customer experience in mind.

Key Responsibilities

• Provide exceptional customer service by responding promptly and professionally to customer enquiries across phone, email, voice, and chat channels.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Acknowledge, investigate, and resolve customer complaints efficiently.
• Deliver fast and effective resolutions while ensuring a smooth and supportive customer experience.
• Build customer loyalty and act as a customer advocate and brand ambassador.
• Inform customers about products, services, and solutions relevant to their needs.
• Keep accurate records of customer interactions, queries, and complaints.
• Collaborate and coordinate with colleagues and other departments to ensure customer issues are resolved effectively.
• Provide feedback to help improve customer service processes and overall customer satisfaction.
• Demonstrate attentiveness, empathy, and patience when serving customers, even in situations involving challenging or rude behaviour.

What You’ll Need to Know to Succeed in this Role,

• Grade 12/ Matric.
• Customer Service or Contact Centre certification (advantageous).

Technical or telecom-related short courses (advantageous), such as:

• CompTIA A+ or N+.
• Networking basics.
• Fibre or ISP-related training.
• Ability to learn product and service information quickly and confidently.
• 1–2 years of customer service experience, preferably in a call centre, helpdesk,
• ISP, or telecommunications environment.
• Experience dealing with customers across multiple channels (phone, email, chat, voice).
• Experience handling customer complaints, escalations, or problem resolution.
• Experience working in a performance-driven environment with customer satisfaction targets (e.g., CSAT, FCR).
• Experience documenting customer interactions and following structured workflow processes.

Skills That Will Help You Succeed

• Excellent communication skills, including active listening and clear verbal and written communication.
• Strong problem-solving skills with an ability to suggest effective solutions.
• Service-oriented mindset with the ability to manage customer grievances professionally.
• Ability to learn product and service information quickly.
• Ability to stay calm, patient, and in control during challenging customer interactions.
• Ability to document information accurately and follow processes consistently.
• Persuasive speaking skills and the ability to use positive language to build trust.

Qualities We Value at Frogfoot

• A people-first attitude and genuine empathy for customers.
• Strong problem-solving ability and a proactive approach.
• High levels of personal and professional ethics.
• Adaptability and willingness to adjust in a fast-paced environment.
• Clear and confident communication skills.
• Self-control, patience, and the ability to manage stressful or confrontational interactions.
• Taking responsibility and ownership of customer issues from start to completion.