Complaint Handling Advisor

Concentrix; Cape Town; On-site; ZAR 78,000 - 112,000; Full time

Benefits offered by this job

Base salary + incentives

Medical aid for main member + depend.

Pension Fund

Subsidized transport

Employee Assistance Programme (EAP)

Group life cover

Financial well-being sessions

Team building and upskill training

Inclusive company culture

Job summary

Concentrix in Cape Town is seeking a Customer Support Advisor to handle high-profile escalations and deliver excellent service for an international campaign from a Cape Town office.

The role requires 6 months of complaints handling within a contact centre, Grade 12, ability to work UK-aligned shifts, proficient English communication, and a proactive, responsible mindset.

Qualifications

• 6 months of complaints handling experience, within a contact centre environment.
• Passed Grade 12
• Ability to work shifts aligned to UK business hours
• Proficient in English verbal communication
• Self-motivated and highly responsible

Responsibilities

• Taking ownership of high-profile, escalated cases from beginning to resolution
• Managing work orders within business SLA's
• Proactively offer solutions to any issues or concerns that customers might face
• Consistently applying agreed behavioural and compliance standards
• Sharing knowledge and skills with other members of the team
• Communicating new information that is relevant to the campaign to colleagues, customers and managers
• Developing and maintaining current knowledge of the campaign
• Ensuring first contact resolution at all times
• Protecting information security and taking responsibility for highlighting any issues that you are made aware of by using the correct processes
• Providing excellent customer experiences at all times
• Verifying and updating customer information
• Proactively offering solutions to any issues or concerns that customers might face
• Your qualifications and experience

Skills

Complaints handling

English communication

Self-motivation

Shift work

Education

Grade 12

Job description

Are you looking for an opportunity to jumpstart your career in the service industry? Now is your time to shine with Concentrix in this exciting opportunity to join our dynamic team as a Customer Support Advisor working on an internationally innovative campaign with a base salary of R7524,56 + Incentives

You’ll be working on-site from our vibrant Cape Town office where creativity meets cutting-edge technology. All the while, you’ll become part of a community of like-minded individuals who become friends for life.

This Customer Support Advisor role at Concentrix is a great match if you:

• 6 months of complaints handling experience, within a contact centre environment

• Passed Grade 12

• Ability to work shifts aligned to UK business hours

• Proficient in English verbal communication

• Self-motivated and highly responsible

What is in it for you?

In this role, we offer benefits that help you support your unique lifestyle:

• Base Salary of R7524,56 + Incentives

• Medical aid for main member / medical insurance for employee and two dependents

• Pension Fund

• Subsidized transport

• Fantastic Employee Assistance Programme (EAP)

• Group life cover

• Access to financial well-being sessions, will writing sessions and stress management sessions

• Team building and upskill training opportunities

• Interactive and inclusive company culture

What you will do in this role

• Taking ownership of high-profile, escalated cases from beginning to resolution

• Managing work orders within business SLA's

• Proactively offer solutions to any issues or concerns that customers might face

• Consistently applying agreed behavioural and compliance standards

• Sharing knowledge and skills with other members of the team

• Communicating new information that is relevant to the campaign to colleagues, customers and managers

• Developing and maintaining current knowledge of the campaign

• Ensuring first contact resolution at all times

• Protecting information security and taking responsibility for highlighting any issues that you are made aware of by using the correct processes

• Providing excellent customer experiences at all times

• Verifying and updating customer information

• Proactively offering solutions to any issues or concerns that customers might face

• Your qualifications and experience

Ready to bring your skills, experience and sense of urgency to a company that values your expertise. Discover why over 550,000 game-changers around the globe call Concentrix their “employer of choice.” Together, we will achieve greatness and unlock unlimited possibilities.

With game-changers in over 70 countries, we celebrate our differences and embrace what makes each of us unique. Imagine being a part of a company that supports each other’s success and well‑being, giving you the tools and support you need to be the best version of yourself and embark on a career with endless possibilities.

Eligibility to work

In accordance with South African law, only applicants who are legally authorized to work in SA will be considered for this position, and the appointment will be made in line with the company’s EE Plan.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.