⦿ Available Position

Customer Service Representative

Explore an exciting opportunity to grow with the Scale Shore Consulting team.

Job Overview

We are seeking a friendly, solution-focused, and reliable Customer Service Representative to join our consumer broadband team. In this role, you will be the first point of contact for customers, providing support, guidance, and resolutions across a range of queries related to broadband services. The ideal candidate will have a strong customer-first mindset, excellent communication skills, and the ability to troubleshoot issues effectively while maintaining a professional and courteous manner.

Job Responsibilities

1. Customer Support & Enquiries
• Respond promptly to customer enquiries via phone, email, and live chat.
• Assist with broadband setup, troubleshooting, billing queries, service upgrades, and general account support.
• Deliver a professional and empathetic service, ensuring high levels of customer satisfaction.
• Escalate complex issues to the relevant technical or billing teams when required.

2. Issue Resolution & Case Management
• Diagnose and resolve basic connectivity issues or service disruptions.
• Follow up on open support cases and ensure timely resolution.
• Maintain accurate records of interactions and outcomes in the CRM system.

3. Process & Product Knowledge
• Stay up to date with our products, plans, pricing, and service offerings.
• Educate customers on new features, tools, and self-service options.
• Follow company processes and contribute to improving service delivery.

Required Skills & Experience

• Previous experience in a customer service or contact centre environment.
• Excellent verbal and written communication skills.
• A strong problem-solving mindset and the ability to handle queries with professionalism.
• Confident using CRM systems, ticketing tools, and standard office applications.
• Ability to work both independently and as part of a team in a fast-paced environment.

Preferred Qualifications

• Experience in a telecoms, broadband, or technology-based customer service role.
• Familiarity with broadband services and basic technical troubleshooting.
• Flexible to work rotating shifts, weekends, or evenings as required.

Benefits & Perks

• Competitive salary with potential for performance bonuses
• Training and ongoing development opportunities
• Friendly and supportive team culture