Customer Advisor

Capita; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A prominent service provider is hiring a Customer Advisor in Cape Town. This role involves supporting customers during supplier changes with a focus on retention and empathy. The ideal candidate must have at least 12 months of call centre experience and strong communication skills. Key responsibilities include providing excellent customer service, handling queries, and supporting vulnerable customers. The position offers a competitive remuneration package, performance bonuses, and opportunities for career growth.

Benefits

Competitive remuneration package

Shift allowance

Performance bonus up to 20% of basic salary

Free door-to-door transport after 7 pm

Progressive career path

Qualifications

• Minimum 12 months international call centre experience, preferably in utilities.
• Experience in sales through service, retentions, and billing.

Responsibilities

• Provide excellent customer service focused on doing the right thing for each customer.
• Identify vulnerable customers and adapt the approach to provide additional support.
• Handle escalated queries with empathy and integrity.

Skills

Strong written and spoken English communication

Time management

Active listening

Problem-solving

Customer-centric approach

Education

Grade 12 (Matric)

Tools

SAP

Microsoft Office

Dialler technology (Genesys)

Job description

Job Title

Customer Advisor

Role

Customer Advisor - Direct Debit Goodbye Cycle (Retentions)

Job Description

Role Objective: Goodbye has the responsibility for serving customers who are going through the change of supplier process. Customers enquire regarding the process and the timescales when changing supplier.

Common Enquiries

• Billing – create a new bill or amend a bill using customer meter reading.
• Amend Bill – amend an existing bill using customer meter readings.
• Refund – advise impact on the direct debit amount if a refund is taken; raise refund if required.
• Account details – amend details on record such as name, postal address, bank details or payment date.
• Amend Payment Plan – change payment plan or payment date, e.g., Direct Debit to Quarterly Cash.
• Re‑Calculate Payment Plan – recalculate based on actual consumption levels.
• Arrange Metering Appointments – install or exchange pre‑payment meters and confirm details.
• Online help – assist with online account management, e.g., resetting passwords.
• Support Vulnerable Customers – recognise vulnerability and provide appropriate support or sign‑posting.
• Collect Cash – provide advice on payment options and offer affordable solutions.
• Digital Education – educate customers on online account benefits to improve self‑serve activity.
• Retention/Win Back – understand reasons for leaving and convey benefits of staying.

Systems

• SAP (CRM / ISU1 / UI5)
• ECOES
• Multi media
• Microsoft Office
• Dialler technology (Genesys)
• Microsoft packages
• APEX solutions
• IEX
• XOSERVE
• Promise Tracker
• Various external websites
• Oracle (run through Excel)
• Siemens online (Prepayment)
• Experian (Prepayment)
• Visual manual (web based training application)
• CCAi (Insights tools)

Professional Know‑how

• Minimum Academic Requirement: Grade 12 (Matric)

Experience

• 12 months international call centre experience, preferably in utilities.
• Experience in sales through service, retentions, and billing.

Working Relationships

• Internal: Operations / functional line
• External: Scottish Power customers

Primary Responsibilities

• Provide excellent customer service focused on doing the right thing for each customer.
• Identify vulnerable customers and adapt the approach to provide additional support.
• Handle escalated queries with empathy and integrity, logging accurately.
• Deal with a wide range of queries across the telephony platform.
• Perform any other duties as deemed necessary.
• Deliver high‑quality service throughout customer interactions.
• Use product knowledge to proactively resolve issues.
• Work to tight deadlines to meet daily service delivery targets.
• Adhere to data protection and confidentiality laws.
• Possess technical proficiency with SMART meter technology and troubleshooting.
• Apply sales skills for upselling products and empathy for vulnerable customers.

Key Result Areas / Competencies

• Strong written and spoken English communication.
• Time management – balancing tasks effectively.
• Active listening – comprehending customer inquiries.
• Complex situation management.
• Problem‑solving – resourceful and quick‑thinking.
• Clear communication skills.
• Adaptability to varying customer personalities.
• Customer‑centric approach.
• Moderate‑to‑advanced computer skills and system navigation.
• Sales through service.
• Collections experience.

About Us

Scottish Power is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a leader in wind energy. It is the first integrated energy company in the UK to generate 100% green electricity. Our focus is on wind energy, smart grids, and driving the transition to a cleaner, electric future with an investment of over £18 m each working day to deliver a better future, quicker, for everyone.

Operating Hours

• Monday‑Friday (10 am‑6 pm) – closed on Saturday and Sunday.
• Shift roster is subject to change; be prepared for unfavorable patterns as per operational requirements.
• Call centre operates 365 days per year, including Christmas and New Year.
• Expected to work during the festive season (including Christmas Day).

What’s in it for you?

• Competitive remuneration package.
• Shift allowance.
• Performance bonus up to 20% of basic salary.
• Free door‑to‑door transport after 7 pm.
• Progressive career path in the call centre.
• Comprehensive product training in a fun collaborative environment.
• Accredited training programs for career development.
• Employee Share Scheme Trust after 24 months with Capita.
• Scholarship programme eligibility after 24 months with Capita.

What We Hope You’ll Do Next

Choose ‘Apply now’ to fill out our short application and upload an up‑to‑date CV highlighting your relevant experience.

What will happen next?

• Your application will be reviewed.
• If successful, you will be invited to an interview with the recruitment team.

Important

The shortlisted candidates will be assessed using relevant tools based on role needs and requirements.

Capita South Africa adheres to the principles of the Employment Equity Act and will apply preferences in line with EE targets and goals.

Attach your most recent CV that meets the advertised criteria.

Location

Cape Town, South Africa

Time Type

Full time

Contract Type

Permanent