Zeplin Investments Ltd is an Internet Service Provider (ISP) dedicated to delivering reliable connectivity and exceptional customer service. We provide tailored solutions to our clients while maintaining high standards of operational excellence. We are looking for a skilled and motivated Customer Service Agent to join our team. The role involves managing customer interactions, resolving inquiries promptly, and maintaining high service standards. The ideal candidate has customer support experience, preferably in the ISP or telecommunications industry, and can contribute to customer satisfaction and operational efficiency. Key Responsibilities Manage customer interactions through CRM and support ticketing systems, ensuring timely and effective resolution.

Help customers resolve internet connectivity issues through clear, accurate troubleshooting.

Handle billing inquiries, assist customers with payments, and manage account adjustments accurately and professionally.

Explain service plans, available upgrades, and changes to customers’ accounts or service terms.

Ensure customer interactions comply with company policies, quality standards, and regulatory requirements.

Keep accurate records of customer interactions, service issues, and resolutions.

Escalate unresolved matters to the relevant departments.

Identify service gaps and opportunities to improve customer satisfaction and retention.

Collect and analyze customer feedback to support service improvements.

Work with the Sales, Technical Support, and Network Operations teams to provide a consistent customer experience.

Requirements

A diploma or bachelor’s degree in Business Administration, Communication, Public Relations, Information Technology, or a related field.

Prior customer service experience is required. Experience in the ISP or telecommunications industry is an added advantage.

The technical knowledge needed to troubleshoot internet connectivity and related issues.

Proficiency with CRM platforms and support ticketing systems.

Strong communication, interpersonal, and conflict resolution skills.

Ability to work independently and with others in a fast-paced environment.

Experience mentoring or training junior customer service staff is an advantage.

Strong attention to detail, organization, and record-keeping skills.

Benefits

Lunch provided.

Opportunities for career growth and professional development.

A supportive, collaborative work environment.

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