24/7 Utilities - Customer Advisor

Sigma Connected Group; Cape Town; On-site; ZAR 150,000 - 230,000; Full time

Benefits offered by this job

Medical Insurance

EAP

Shuttle Service

Awards & Recognition

Job summary

Sigma Connected Group in Cape Town is seeking a Customer Service Advisor to join our team in the Southern Suburbs. You will handle inbound and outbound customer interactions, apply your communication and empathy to resolve enquiries, and support a range of campaigns for our clients in the utilities sector.

Full training and ongoing coaching are provided; you will work with a variety of systems, respond professionally, and aim to exceed service targets while upholding GDPR and company policies.

Qualifications

• Matric required with good numeracy.
• At least 1 year in an international utilities / customer-centric contact center environment.
• Experience with pre-payment meter customers is advantageous.
• Able to interpret account and billing information.
• Proficient with Microsoft Office and telephony systems.

Responsibilities

• Handle inbound and outbound customer calls and inquiries.
• Assist with billing queries and explain bills.
• Support customers with debt recovery discussions.
• Respond to energy consumption inquiries and energy efficiency tips.
• Resolve complaints at first contact where possible.
• Adhere to GDPR and regulatory codes.
• Demonstrate empathy and provide appropriate solutions/signposting.

Skills

Communication

Empathy

Active listening

Problem solving

Attention to detail

Education

Grade 12 / Matric

Tools

Microsoft Word

Excel

Outlook

CRM system

Job description

What being part of the Sigma Family means for you

As our business continues to thrive and expand, we are searching for exceptional individuals to become part of the Sigma Family as Customer Service Advisors. Before delving into the details of this role, let us explain why joining us at Sigma is a fantastic opportunity.

Who are the Sigma Family?

At Sigma, we stand out and were acknowledged in May 2023 by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.

What being a part of the Sigma Family means for you!

Career development and opportunities to apply for internal promotions following your probationary period.

Monthly, Quarterly and Annual awards with marvelous prizes.

Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance are available at a minimal monthly contribution. Our funeral cover, group life cover is free from the Sigma Family to you.

Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity...

What Your Day-to-Day will Look Like:

You’ll be working from offices based in Southern Suburbs, Cape Town. This campaign deals with inbound & outbound customer service, troubleshooting as well as various back-office pieces and general enquiries. Alongside, the successful applicant will be required to respond to all incoming and outbound calls in a professional, courteous, and friendly manner using the relevant campaign guidelines, scripts and systems.

With frequent calls, the pace is quick, ensuring a dynamic day assisting numerous people daily.

Full training and ongoing coaching are provided throughout your career. While prior knowledge is not expected, you will need to have a willingness to learn and a drive to excel. If you possess these qualities, you are going to thrive here!

• You will help make Sigma Connected a great place to work by living and breathing our values and inspiring my colleagues to do the same.
• You will assist with billing queries (Taking meter reads, explaining bills to customers)
• Supporting customers who cannot afford to top up on their prepayment meter, discussing credit advances and agreeing debt recovery rates
• Taking ownership of customers who are off supply for gas and electric and working with support staff to arrange for emergency engineer attendance
• Successfully addressing customer energy consumption concerns, explaining consumption and energy efficiency measures that can help customers lower their bills
• Resolving complaints at first contact where possible, relating to billing errors, failed metering appointments etc.
• Discussing customer vulnerability, priority service register and providing appropriate solutions/sign posting
• Gaining customer agreement for Smart meter installation and working to targets associated with this
• Identifying interest for added value aspects e.g. converting single fuel customers for dual fuel and promoting additional services such as boiler cover
• Showing empathy to customers in challenging financial situations, therefore you need to demonstrate a genuine interest in achieving good customer outcomes to resolve the debt situation.
• You are comfortably navigating a diverse range of systems, adapting your approach to the specific needs of each customer.
• You will consistently exceed Quality Assurance expectations during each customer interaction, whether telephonic or written in nature.
• You adhere to all company and collections process policies and procedures, including legal and regulatory aspects, i.e. GDPR, regulatory codes of practice, and treating customers fairly.

What amazing People will bring to the role

What Amazing People Will Bring to the Role:

You are someone who is dedicated to providing outstanding customer service. Your commitment to your role shines through as you genuinely enjoy assisting people with their concerns, possessing excellent listening, communication, and empathy skills. Confidently, you engage with individuals to address customer inquiries and conflicts. Adapting to change comes naturally to you, comfortable both in independent work and team settings. Striving towards KPIs, you welcome feedback and maintain a positive outlook. You excel under pressure, diligently tracking your targets in a fast-paced work environment.

Requirements:

• Minimum passed Grade 11 / Grade 12 (matric) qualification.
• Minimum of 1 year experience in an international utilities / customer centric contact center environment.
• It would be advantageous if you have experience of working with pre-payment meter customers
• You excel at understanding and interpreting account and billing information.
• You are computer literate, including Microsoft products such as Word, Excel, Outlook etc. Alongside a telephony system in an energy environment to service customer needs and analyze account and billing information would be advantageous
• You prioritize organization and precision, taking pride in delivering accuracy.
• Your active listening skills and determination to resolve customer queries helps you to create a seamless customer experience.
• Your development is important to you, so you set yourself up for success by consistently developing and maintaining your skills and knowledge.
• Feedback is essential for you to grow and improve, therefore you welcome and implement constructive feedback.
• You thrive in a fast-paced and target driven environment.

Supporting our future people.

If you need any assistance or adjustments at any point during recruitment, feel free to let us know.