Customer Support Executive
Location: Dar
es Salaam, Tanzania
Company: Flashnet Technologies Ltd
Experience Required: 2–4 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.
- 2–4
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.
To Apply:
Send your CV to careers@flashnet.co.tz with the
subject line: Customer Support Executive.
Application Deadline: 14th March 2026
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