Customer Support Executive at Flashnet Tanzania

Location: Dar es Salaam, Tanzania

Company: Flashnet Technologies Ltd

Experience Required: 2–3 years in telecom or similar customer-facing roles

Industry Preference: Telecom, Internet Service Providers (ISP), IT/Managed Services

Job Summary

We are seeking a Customer Support Executive with experience in the telecom or IT services industry to join our dynamic team. The ideal candidate will be responsible for managing client interactions, resolving service requests, and ensuring high levels of customer satisfaction. You must be proactive, well-spoken, and passionate about delivering top-notch support in a fast-paced technical environment.

Key Responsibilities

• Act as the first point of contact for customers via phone, email, and support channels.
• Respond to customer inquiries regarding internet connectivity, service disruptions, billing, or support tickets.
• Log, prioritize, and follow up on incidents and service requests using the CRM/ticketing system.
• Coordinate with the technical team to ensure timely resolution of client issues.
• Escalate unresolved issues to higher-level support or engineering teams as needed.
• Maintain clear, professional, and timely communication with clients throughout the support process.
• Provide onboarding and usage guidance to new customers for services such as internet, cloud, cybersecurity, etc.
• Assist in preparing service reports, performance feedback, and customer insights for management.
• Help manage customer satisfaction surveys and feedback loops.
• Ensure SLA (Service Level Agreement) commitments are met for all customer interactions.

Required Qualifications & Skills

• Bachelor’s degree or diploma in IT, Business Administration, Telecommunications, or a related field.
• 2–3 years of customer service or technical support experience in a leading telecom company, ISP, or Managed IT Services provider.
• Strong understanding of internet services, broadband, and basic network troubleshooting.
• Excellent verbal and written communication skills in English and Swahili.
• Familiarity with CRM, ticketing systems, or helpdesk tools (e.g., Zoho, Freshdesk, etc.).
• Customer-first attitude with a focus on issue resolution and relationship management.
• Ability to multitask, remain calm under pressure, and follow up rigorously.

Preferred Skills

• Experience handling B2B (business-to-business) customers.
• Knowledge of fiber internet, VPNs, and business connectivity solutions.
• Technical understanding of routers/modems, static IPs, and customer premise equipment.