Customer Advisor

Capita; City of Johannesburg Metropolitan Municipality; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Join a leading company as a Customer Advisor where you will provide exceptional customer service and support. You will communicate with customers to resolve issues, assist with financial inquiries, and ensure a positive experience. This role requires empathy, resilience, and strong communication skills, with opportunities for career growth and development.

Benefits

Competitive remuneration package

Shift Allowance

Weekend Hero Bonus

Monthly performance bonus of up to 20% of basic salary

Free door-to-door transport for evening shifts after 7pm

Progressive career development opportunities

Comprehensive product training

Accredited training programs for career growth

Employee Share Scheme Trust after 24 months

Eligibility for scholarship program after 24 months

Qualifications

• 6-12 months customer service experience with billing.
• Previous customer service call center experience.

Responsibilities

• Handle inbound calls from customers regarding payments and support.
• Resolve customer complaints and provide tailored solutions.
• Support vulnerable customers with care and understanding.

Skills

Empathy

Resilience

Communication

Problem-Solving

Attention to Detail

Education

Grade 12 (Matric)

Tools

Computer Skills

Job description

Ensures that customer issues and concerns are answered efficiently and effectively. More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy, and legal requirements.

Job Title

Customer Advisor

Job Description

Customer Advisor

Role Objective

As a member of a highly skilled and motivated team, you will communicate with customers to identify specific needs, whilst delivering a market-leading customer service/experience to increase the profitability of the business and remaining committed to treating our customers fairly and ensuring continuous delivery of customer service excellence.

Resolving service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Join our team as a Customer Service Collections Specialist! In this role, you will assist customers by addressing their general inquiries, understanding their unique situations, and guiding them towards financial stability. We are looking for individuals who are positive, empathetic, honest, and resilient, with the ability to remain calm and composed under pressure. We offer comprehensive training and continuous support to ensure you feel confident and capable in your role.

What You Will Be Doing

• You will be responsible for handling inbound calls from existing customers who require support to manage the payments on their accounts. You will help by tailoring affordable outcomes, setting up payment plans, and discussing suitable tariffs to help them on the road to financial health.
• Your role will also involve handling general inquiries from customers regarding their bills, moving house, and water supply queries.
• Handling customer complaints should they arise.
• Supporting vulnerable customers and addressing their complex needs with care and understanding.
• Working collaboratively with a supportive team to achieve targets and goals.
• Building rapport, empathizing, and having meaningful conversations with customers to deliver excellent customer service.
• Embracing learning, coaching, and development to continuously improve your skills and capability.
• Recognizing your ability to positively impact customers’ lives and make a real difference.
• Efficiently navigating multiple systems while engaging with customers, ensuring all information entered is accurate.
• Identifying and dealing with vulnerable customers and following strict quality requirements to support our customers from a Billing or Collections perspective.

What We Are Looking For

• Empathy - Understanding and showing genuine concern for customers' financial difficulties fosters trust and leads to more successful resolutions.
• Resilience - Maintaining emotional stability, staying motivated, with a drive to continuously improve.
• Communication - Strong verbal and written communication skills are crucial for engaging with customers, explaining complex information clearly, and building rapport.
• Problem-Solving - The ability to assess situations, devise effective solutions, and thrive in an ever-changing environment.
• Attention to Detail - Ensuring all gathered information is accurate and maintaining a strong focus on delivering exceptional work.

Experience

• Grade 12 (Matric)
• Previous Customer Service Call Centre Experience
• 6-12 Months Customer Service with billing experience

Essential Skills

• High proficiency in written and verbal English communication
• Time Management - Balancing multiple tasks efficiently.
• Active Listening - Understanding customer queries and questions.
• Handling complex issues.
• Problem Solving - Quick thinking and resourcefulness.
• Clear and concise communication skills.
• Adaptability - Adjusting to different customer personalities and situations.
• Customer-Centric Approach - Putting the customer first.
• Moderate to advanced computer skills and system navigation.
• Acts as a mentor to support and develop less experienced colleagues.

The campaign operates in UK time. You will be required to work the following shifts in South African times:

• Monday – Friday (9:00AM – 7:00PM)
• Shift roster is subject to change; be prepared for unfavorable shift patterns as per operational requirements.
• Operational 365 days per year, including Christmas and New Year.
• Work during the festive season, including Christmas Day.

What’s in it for you?

• Competitive remuneration package
• Shift Allowance
• Weekend Hero Bonus
• Monthly performance bonus of up to 20% of basic salary
• Free door-to-door transport for evening shifts after 7pm
• Progressive career development opportunities
• Comprehensive product training in a collaborative environment
• Accredited training programs for career growth
• Employee Share Scheme Trust after 24 months
• Eligibility for scholarship program after 24 months

Next Steps

Apply now by filling out our short application and uploading an up-to-date CV highlighting your relevant experience.

What happens next?

• Your application will be reviewed.
• If successful, you'll be invited for an interview.

Important

Shortlisted candidates may undergo assessments based on role requirements. Capita South Africa adheres to the Employment Equity Act, prioritizing candidates aligned with EE targets.

Attach your most recent CV indicating your relevant experience.

Location

South Africa - Mutual Park

Time Type

Full time

Contract Type

Permanent