Job Description
Frogfoot is in search of a Customer Service Agent Level 1 to join the Customer Experience Team.

Join the Frogfoot Pond!
At Frogfoot, we believe every customer interaction is an opportunity to create a positive experience. We’re looking for a customer-focused, solution-driven individual who is passionate about helping people and making a difference with every conversation.

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.